Role SummaryThe 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 ResponsibilitiesUser Support & TroubleshootingProvide 1st and 2nd line technical support via phone, email, and in-personTroubleshoot and resolve hardware, software, and application issuesSupport both Mac and Windows devices with equal proficiencyResolve M365 and email issues (user-level)Troubleshoot network connectivity and VPN issuesAssist users with software installations and configurationsProvide mobile device support and MDM troubleshootingTicket ManagementLog all support activities in HaloITSM with clear documentationUpdate tickets regularly with progress and actions takenFollow ticket assignment and prioritisation from Team LeadMeet SLA targets for response and resolution timesEscalate technical issues appropriately to 3rd Line or InfrastructureConfirm resolution with users before closing ticketsContribute to knowledge base with solutions to common issuesUser Account & Access ManagementPerform user onboarding (account creation, equipment setup)Process user offboarding (account disablement, equipment collection)Reset passwords and unlock accountsProvision user-level access to SaaS applicationsManage low-level access controls for applicationsAssign M365 and application licencesEquipment ManagementDeploy and configure new user equipment (Mac, Windows, mobile)Perform equipment repairs and basic hardware troubleshootingMaintain accurate asset records in Asset Management/CMDMManage equipment collection for leaversCoordinate equipment disposal with Team LeadSet up printers, peripherals, and accessoriesCustomer Service & CommunicationDeliver professional and courteous service to all usersCommunicate technical information clearly to non-technical usersManage user expectations regarding timelines and solutionsFollow up proactively on outstanding issuesEscalate user dissatisfaction to Team Lead promptlyContinuous LearningDevelop technical skills across Mac, Windows, and cloud platformsStay current with new technologies and IT servicesParticipate in training and knowledge-sharing sessionsLearn from escalations and Team Lead guidanceContribute to team improvement initiativesRequirementsRequired Skills & ExperienceTechnical Requirements:Proficiency in Mac and Windows operating systems (equal capability required)Understanding of M365 suite, Exchange, and Entra IDFamiliarity 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 skillsPatience and empathy when dealing with frustrated usersStrong problem-solving and analytical thinkingAbility to work under pressure and manage multiple prioritiesTeam player with positive attitudeWillingness to learn and adapt to new technologiesKey Performance ObjectivesMeet SLA response and resolution targetsAchieve high first contact resolution rateMaintain positive customer satisfaction scoresComplete assigned tickets within deadlinesAccurate and complete ticket documentationContinuous technical skill developmentBenefits📈 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. #LI-NW1
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.
#LI-NW1
Hello! We are Inspired Thinking Group (ITG).Big brands like Costa, KFC, PUMA, John Lewis & Partners, M&S, Jaguar Land Rover (JLR), and many more trust ITG to deliver the halo of engaging, tech-powered, agile content that helps them connect with their customers. Bringing this to life are our amazing ITGers (1400+), and we know they’re at their best when we get their working environment right. That means prioritising their Wellbeing through our dedicated, award-winning programme and team of 50+ Wellbeing Champions. It means platforming diversity and inclusion at every opportunity, including our Together Groups which help establish connections within our diverse communities. It means taking sustainability seriously by planting trees in areas hit by climate change, joining the UN Global Compact, and being named the Best Sustainable Technology-Led Marketing Agency in Europe. Most of all, it means building on the culture of fun and togetherness that sets us apart in our industry. Sound good? Check out our vacancies and apply today!
Hello! We are Inspired Thinking Group (ITG).
Big brands like Costa, KFC, PUMA, John Lewis & Partners, M&S, Jaguar Land Rover (JLR), and many more trust ITG to deliver the halo of engaging, tech-powered, agile content that helps them connect with their customers. Bringing this to life are our amazing ITGers (1400+), and we know they’re at their best when we get their working environment right.
That means prioritising their Wellbeing through our dedicated, award-winning programme and team of 50+ Wellbeing Champions. It means platforming diversity and inclusion at every opportunity, including our Together Groups which help establish connections within our diverse communities. It means taking sustainability seriously by planting trees in areas hit by climate change, joining the UN Global Compact, and being named the Best Sustainable Technology-Led Marketing Agency in Europe.
Most of all, it means building on the culture of fun and togetherness that sets us apart in our industry.
Sound good? Check out our vacancies and apply today!
