IT Service Technician – 1st & 2nd Line Support

About the role

The IT Service Technician provides high‑quality 1st and 2nd line technical support to end users across the organisation. This hands‑on role requires equal proficiency with Mac and Windows environments, strong troubleshooting abilities, and a customer‑focused attitude.

Key responsibilities

• Deliver 1st and 2nd line support via phone, email and in‑person, resolving hardware, software and application issues.
• Troubleshoot and resolve M365, Exchange, email, network connectivity and VPN problems.
• Support mobile devices and perform MDM troubleshooting (Kandji/Iru, Intune, NinjaOne).
• Log all activities in HaloITSM, update tickets, meet SLA targets and escalate to 3rd line when needed.
• Manage user onboarding and off‑boarding, password resets, account unlocks and licence assignments.
• Deploy, configure and repair laptops, desktops, printers and peripherals; maintain accurate asset records.
• Provide clear, courteous communication to non‑technical users and follow up on open issues.

Required profile

• Excellent customer service and communication skills with patience and empathy.
• Ability to work in a fast‑paced environment and manage multiple tickets simultaneously.
• Willingness to continuously learn and stay current with new technologies.

Required skills

• Proficiency with macOS and Windows operating systems.
• Experience with Microsoft 365 suite, Exchange and Entra ID.
• Familiarity with MDM platforms such as Kandji/Iru, Intune and NinjaOne.
• Basic networking knowledge (TCP/IP, DNS, VPN).
• Hardware troubleshooting for laptops, desktops and peripherals.