IT Service Technician

**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 **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 📈 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…