IT Service Technician

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