IT Service Technician

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
Ticket Management
User Account & Access Management
Equipment Management
Customer Service & Communication

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

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.

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