Job Opportunities API

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. 💻&nbs