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.