ITServiceTechnician

**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 equipme