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

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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