Desktop Support Specialist
About the role
The Desktop Support Specialist at Acora will be responsible for providing face-to-face and on-site technical support to end users in Colombo, Sri Lanka. The role involves diagnosing, troubleshooting, and resolving hardware, software, and access-related issues, supporting Microsoft operating systems, Active Directory/Entra ID, Microsoft 365, and Microsoft Cloud services. The specialist will manage user account administration, install and configure hardware and software, and ensure incidents are logged and resolved within agreed SLAs. The position requires strong technical skills, excellent communication, and a proactive, customer-focused approach, operating in line with ITIL best practices. Acora is a technology services partner focused on delivering business technology solutions for the AI era, with a culture defined by values such as teamwork and striving for excellence.
Must have
- Minimum of 4 year of current experience in Deskside Support Analyst
- Strong working knowledge of current and previous versions of Microsoft Windows and Windows Server
- Hands-on experience providing deskside or on-site end-user support in a corporate or enterprise environment
- Experience using ServiceNow or similar IT Service Management (ITSM) tools
- Solid understanding of Active Directory / Entra ID administration and troubleshooting
- Good working knowledge of Microsoft 365 applications and end-user support
- Understanding of ITIL service management principles and best practices
- Excellent communication and customer service skills, with the ability to engage confidently with users at all levels
- Strong analytical and problem-solving skills with a proactive, solution-driven mindset
- Excellent Customer Service skills
- Strong interpersonal skills
- Ability to manage each Customer as an individual
- Demonstrative ‘Can do’ attitude at all times
- Flexible
- Punctual at all times
- Team Player
- Excellent communication skills
- Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
- Excellent multi-tasking skills
Nice to have
- Familiarity with Microsoft Cloud technologies, including Azure, is desirable
- Experience working in a managed service provider (MSP), MSSP, or security-focused environment is advantageous but not essential
Technologies
- Active Directory
- Azure
- Microsoft Entra ID
- ITIL
- Microsoft 365
- ServiceNow
- Windows
- Windows Server
Highlights
This is an onsite role based in Colombo, Sri Lanka. The position may require participation in shift-based or on-call rotations to support business operational needs.
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