Onsite IT Support Specialist - Windows, AD & Azure

Acora - IT, Cyber & AI; England; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days leave

Birthday off

Enhanced parental leave

Company pension

Private medical

Cycle to work

Employee assistance programme

Learning opportunities

Job summary

Acora - IT, Cyber & AI is seeking a Deskside Support Analyst to join the Service Operations team for face-to-face on-site user support. You will resolve hardware, software, and access issues, guided by ITIL principles and security standards.

Role focuses on hands-on diagnosis, MS Windows environments, Active Directory/Entra ID, and Microsoft Cloud services like Azure, with strong customer-service skills essential to success in a fast-paced MSP setting.

Qualifications

• Win/Win: Windows OS and Windows Server knowledge.
• Hands-on deskside or on-site end-user support in a corporate environment.
• Experience using ITSM tools such as ServiceNow.
• AD/Entra ID administration and troubleshooting.
• MS 365 applications and end-user support knowledge.
• Azure and Microsoft Cloud technologies familiarity is desirable.
• Understanding of ITIL service management principles.
• Excellent communication and customer service skills.
• Analytical and proactive problem-solving mindset.
• Experience in a managed service provider environment.

Responsibilities

• Provide deskside and on-site technical support to users for incidents and requests logged via ServiceNow or similar channels.
• Diagnose, troubleshoot, and resolve issues with desktops, laptops, peripherals, and meeting room tech.
• Support Microsoft OS, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (Azure).
• Manage user accounts: provisioning, group membership, password resets using AD/Entra ID.
• Install, configure, upgrade, and replace end-user hardware and software per SOPs.
• Escalate complex issues to 2nd/3rd-line while maintaining ownership and clear user communication.
• Log, prioritise, and resolve incidents and requests within SLA targets.
• Follow documented procedures and security standards for consistent delivery.
• Support security/compliance needs: endpoint protection, patching, secure device handling.
• Collaborate with service desk, infrastructure, and security teams for continual improvement.
• Participate in shift-based or on-call rotations as required.

Skills

Windows OS

Active Directory / Entra ID

Microsoft 365

Azure / Cloud services

ITIL principles

ServiceNow

Customer service

On-site support

Tools

ServiceNow

Job description

Acora - IT, Cyber & AI is seeking a Deskside Support Analyst to join the Service Operations team for face-to-face on-site user support. You will resolve hardware, software, and access issues, guided by ITIL principles and security standards.

Role focuses on hands-on diagnosis, MS Windows environments, Active Directory/Entra ID, and Microsoft Cloud services like Azure, with strong customer-service skills essential to success in a fast-paced MSP setting.