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.

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

• 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

• 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

• 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

• 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

• 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

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

• 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

• 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 between!

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

Mental health and wellbeing support:
Access to Open Up.

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…