Role Summary

The IT Service Technician provides high-quality 1st and 2nd line technical support to end users across the organisation. This hands-on technical role requires expertise in both Mac and Windows environments, strong troubleshooting skills, and excellent customer service abilities. This role is ideal for technically proficient individuals who enjoy problem-solving, helping users, and working in a fast-paced service environment.

Key Responsibilities

User Support & Troubleshooting

Provide 1st and 2nd line technical support via phone, email, and in-person
Troubleshoot and resolve hardware, software, and application issues
Support both Mac and Windows devices with equal proficiency
Resolve M365 and email issues (user-level)
Troubleshoot network connectivity and VPN issues
Assist users with software installations and configurations
Provide mobile device support and MDM troubleshooting

Ticket Management

Log all support activities in HaloITSM with clear documentation
Update tickets regularly with progress and actions taken
Follow ticket assignment and prioritisation from Team Lead
Meet SLA targets for response and resolution times
Escalate technical issues appropriately to 3rd Line or Infrastructure
Confirm resolution with users before closing tickets
Contribute to knowledge base with solutions to common issues

User Account & Access Management

Perform user onboarding (account creation, equipment setup)
Process user offboarding (account disablement, equipment collection)
Reset passwords and unlock accounts
Provision user-level access to SaaS applications
Manage low-level access controls for applications
Assign M365 and application licences

Equipment Management

Deploy and configure new user equipment (Mac, Windows, mobile)
Perform equipment repairs and basic hardware troubleshooting
Maintain accurate asset records in Asset Management/CMDM
Manage equipment collection for leavers
Coordinate equipment disposal with Team Lead
Set up printers, peripherals, and accessories

Customer Service & Communication

Deliver professional and courteous service to all users
Communicate technical information clearly to non-technical users
Manage user expectations regarding timelines and solutions
Follow up proactively on outstanding issues
Escalate user dissatisfaction to Team Lead promptly

Continuous Learning

Develop technical skills across Mac, Windows, and cloud platforms
Stay current with new technologies and IT services
Participate in training and knowledge-sharing sessions
Learn from escalations and Team Lead guidance
Contribute to team improvement initiatives

Requirements

Required Skills & Experience

Technical Requirements:

Proficiency in Mac and Windows operating systems (equal capability required)
Understanding of M365 suite, Exchange, and Entra ID
Familiarity with MDM platforms (Kandji/Iru, Intune, NinjaOne)
Basic networking knowledge (TCP/IP, DNS, VPN)
Hardware troubleshooting skills (laptops, desktops, peripherals)

Soft Skills:

Excellent customer service and communication skills
Patience and empathy when dealing with frustrated users
Strong problem-solving and analytical thinking
Ability to work under pressure and manage multiple priorities
Team player with positive attitude
Willingness to learn and adapt to new technologies

Key Performance Objectives

Meet SLA response and resolution targets
Achieve high first contact resolution rate
Maintain positive customer satisfaction scores
Complete assigned tickets within deadlines
Accurate and complete ticket documentation
Continuous technical skill development

Benefits

📈 Employee stock ownership.

📅 27 days of annual leave (Well-being Day and Volunteer Day included).

🏡 Hybrid working model (2-3 days from the office).

🚆 Travel allowance.

🚲 A bicycle lease plan with Hellorider after 1 year of employment.

💻 Excellent tools: High-end Laptop, Monitor, and everything in between!

📚 We support your continuous improvement with training, courses, conferences, and books.

🌦 Mental health and wellbeing support: Access to OpenUp.

🥪 Office lunches and endless snacks at the Amsterdam Office.

🍻 The best Friday afternoon drinks.

👵 A Pension contribution for employees who are based in the Netherlands.

🐶 Pet-friendly office, so feel free to bring your furry friend!

We Value Diversity
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet because we're always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

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IT Service Technician

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