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.