Service Desk Technician

Requirements

• A customer-first mindset, with the ability to deliver friendly, effective, and timely support.
• 4+ years of experience in an IT Service Desk or similar end-user support role.
• Strong knowledge of MacOS and iOS environments, including troubleshooting hardware and software issues.
• Hands-on experience with meeting room AV hardware and supporting hybrid collaboration setups.
• Familiarity with ticketing systems (preferably Jira) and following IT service processes (e.g. incident, request, escalation).
• Solid troubleshooting skills, with the ability to diagnose and resolve technical issues quickly and efficiently.
• Clear and effective communication skills, with the ability to explain technical concepts to non-technical colleagues.
• Strong organizational skills, able to prioritize a busy workload while maintaining attention to detail.
• A proactive mindset, looking for recurring issues and opportunities to improve the user experience.
• A collaborative team player, comfortable working with IT Operations colleagues across multiple European offices.
• Awareness of IT security best practices to ensure safe handling of systems and devices.

What you'll be doing

• Act as the first line of IT support for all Mollies in the Amsterdam office, supporting the IT Bar, and across Europe remotely.
• Provide hands-on troubleshooting and support for MacOS and iOS devices, ensuring smooth performance and minimal downtime.
• Set up and maintain meeting room AV hardware.
• Manage the onboarding and offboarding process, ensuring new hires are fully equipped and leavers are securely offboarded.
• Diagnose and resolve issues related to hardware, software, network connectivity, and user accounts.
• Escalate complex issues to the appropriate IT teams when needed, while ensuring timely communication and follow-up with users.
• Keep documentation up to date, including FAQs, troubleshooting guides, and knowledge base articles.
• Proactively identify recurring issues, suggest improvements, and contribute to continuous service enhancement.
• Collaborate with the wider IT Operations team to ensure a secure, reliable, and scalable IT environment.
• Support the rollout of new tools, devices, and processes, ensuring smooth adoption by end-users.

Perks and Benefits

• Regular feedback and performance reviews to support your development.
• Fair and transparent salary reviews along the way.
• Opportunities for career growth and development within the organization.
• Tools, trust, and opportunities to grow your skills and shape your career.