IT Service Technician
About the job
- Proficiency in Mac and Windows operating systems, with equal capability required.
- Understanding of the M365 suite, Exchange, and Entra ID.
- Familiarity with MDM platforms such as Kandji/Iru, Intune, and NinjaOne.
- Basic networking knowledge, including TCP/IP, DNS, and VPN.
- Hardware troubleshooting skills for laptops, desktops, and peripherals.
- Customer service and communication skills, including patience and empathy when dealing with frustrated users.
- Problem-solving and analytical thinking skills.
- Ability to work under pressure and manage multiple priorities.
- Willingness to learn and adapt to new technologies.
- Provide first- and second-line technical support to end users via phone, email, and in person.
- Troubleshoot and resolve hardware, software, and application issues.
- Support Mac and Windows devices with equal proficiency.
- Resolve user-level M365 and email issues.
- Troubleshoot network connectivity and VPN issues.
- Assist users with software installations and configurations.
- Provide mobile device support and troubleshoot MDM issues.
- Log support activities in HaloITSM and document them clearly.
- Update tickets regularly with progress and actions taken.
- Follow ticket assignment and prioritization from the Team Lead.
- Meet SLA targets for response and resolution times.
- Escalate technical issues appropriately to third line or Infrastructure.
- Confirm resolutions with users before closing tickets.
- Contribute solutions to the knowledge base.
- Onboard users by creating accounts and setting up equipment.
- Offboard users by disabling accounts and collecting equipment.
- Reset passwords and unlock accounts.
- Provision user-level access to SaaS applications.
- Manage low-level application access controls.
- Assign M365 and application licenses.
- Deploy and configure new user equipment, including Mac, Windows, and mobile devices.
- Perform equipment repairs and basic hardware troubleshooting.
- Maintain accurate asset records in Asset Management/CMDM.
- Collect equipment from departing employees.
- Coordinate equipment disposal with the Team Lead.
- Set up printers, peripherals, and accessories.
- Provide professional and courteous service to users.
- Communicate technical information clearly to non-technical users.
- Manage user expectations about timelines and solutions.
- Proactively follow up on outstanding issues.
- Promptly escalate user dissatisfaction to the Team Lead.
- 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 guidance from the Team Lead.
- Contribute to team improvement initiatives.
- Meet SLA response and resolution targets.
- Achieve a high first-contact resolution rate.
- Maintain positive customer satisfaction scores.
- Complete assigned tickets within deadlines.
- Maintain accurate and complete ticket documentation.
- Continuously develop technical skills.
About the company
Team ITG combines marketing technology, automation, and content creation to help brands plan, run, and measure campaigns. It uses data from its CRM to inform strategies, automates repetitive tasks, and produces content in its Birmingham Capture Studios with virtual production facilities for delivery. It pairs in-house content capabilities and advanced virtual production with end-to-end services for global brands and sustainable practices. Its aim is to provide tech-enabled marketing solutions that simplify processes, speed delivery, and produce compelling content while prioritizing eco-friendly operations.
Company Size
1,001-5,000
Company Stage
Early VC
Total Funding
$4.2M
Headquarters
London, United Kingdom
Founded
2008
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Simplify's Take
What believers are saying
- Tractor Supply cut email marketing costs 32% with Storyteq by April 29, 2026.
- ITG's 2026 content and AI thought leadership signals steady enterprise demand.
- The U.S. expansion targets 132 of the top 250 global brands, expanding sales reach.
What critics are saying
- July 2026 IPO proceeds repaid $361 million debt, limiting acquisition firepower.
- Adobe Firefly inside Storyteq gives Adobe leverage if it sells direct.
- A failed U.S. integration from PureRed would weaken margins and customer retention by 2027.
What makes Inspired Thinking Group unique
- Storyteq won Gartner Leader again in 2026, validating enterprise content-platform depth.
- Adobe Firefly integration on January 15, 2026 strengthens ITG's workflow and compliance moat.
- PureRed acquisition brought 500 specialists and U.S. retailers Microsoft, Kroger, Walgreens.
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Benefits
Hybrid Work Options
Flexible Work Hours
Paid Vacation
Remote Work Options
Parental Leave
401(k) Retirement Plan
Wellness Program
Gym Membership
Employee Referral Bonus
Professional Development Budget
Growth & Insights and Company News
6 month growth
0%1 year growth
0%2 year growth
10%ITG has allocated its initial public offering proceeds to repay $120 million on its revolving credit facility and $241 million on its term loan, with the remainder designated for general corporate purposes, according to a Securities and Exchange Commission filing. The debt repayment strategy aims to strengthen the company's balance sheet and reduce leverage following the IPO. By settling these obligations, ITG seeks to improve financial flexibility and demonstrate disciplined capital management. The remaining funds may be used for operational expenses, working capital or other strategic initiatives. The move aligns with common post-IPO financial strategies focused on long-term stability.
Adobe's Firefly generative AI has been integrated into Inspired Thinking Group's Storyteq content marketing platform, pairing with ITG's Halo Intelligence to streamline workflows, approvals and compliance for enterprise marketers. The January 2026 announcement highlights Adobe's strategy to embed its AI tools within third-party marketing ecosystems. The integration comes as investors weigh Adobe's AI monetisation potential against competition from lower-cost standalone AI tools. Adobe reported full-year 2025 revenue of $23.8 billion and net income of $7.1 billion in December 2025. Adobe's projections anticipate $29.3 billion revenue and $8.7 billion earnings by 2028, requiring 9% annual revenue growth. Some analysts forecast revenue reaching $31.2 billion and earnings of $11.4 billion by 2028, though outcomes depend on converting partnerships into paid AI usage.
Inspired Thinking Group (ITG) has expanded to the U.S. by acquiring PureRed, enhancing its AI-powered content platform, Storyteq. This move, led by CEO Andrew Swinand, aims to tap into the U.S. market, which hosts 132 of the top 250 global brands. PureRed's CEO, Brian Cohen, will become ITG's U.S. CEO. The acquisition provides ITG with access to top retailers and 500 marketing specialists, as PureRed's brand will be phased out in the U.S. Financial terms were not disclosed.
Team ITG, the technology-led, multichannel marketing activation business, announces that it has acquired Emerald Thinking Group, a data-driven customer experience agency.
Birmingham marketing tech firm Inspired Thinking Group (Team ITG) has acquired New Zealand-based Brand Machine, a deal that will see it accelerate its growth in the Asia-Pacific (APAC) region.