Desktop Support Officer

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us

At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we're not stopping there. We're excited by the fact our team is continuing to expand. We're on the hunt for a suitable candidate to join us as a Site Lead based in Geelong.

The Site Lead's role is to be the key go-to for a customer's technical support requirements, demonstrating CT's core values and ensuring that the customer is completely satisfied with their managed services engagements.

Day to day, the Site Lead will be providing local end-user support for the customers' technology environment which may encompass a combination of Microsoft Windows and/or Apple macOS/iPadOS devices, Office 365, and Windows Servers. They will be required to not only fix issues relating to these technologies, but to ensure they go over and above to delight our customer, teaching/training the customer on how to utilise technology more efficiently along the way.

Site Leads are expected to have an advanced understanding of the products and platforms that are key to helping the customer deliver their business outcomes. The Site Lead helps to coordinate technical escalation activity with the advanced technical support teams.

The Site Lead is the face that most of the customer's employees will associate with CT, and as such it is critical that the Site Lead provides an excellent level of customer service. Developing a strong rapport with the customer and the key contacts is essential to being successful in this role.

Requirements

What you'll do:

1. Act as the senior CT on-site point of contact for the client, providing leadership and direction for all service delivery activities, while ensuring alignment with the client's business needs.
2. Visit other client sites as needed to provide support and maintain strong relationships with site leadership teams, staying informed on all relevant IT issues and challenges.
3. Foster a positive, approachable relationship with customers, gathering feedback to continuously improve service delivery and team performance.
4. Regularly review and update documentation and procedures, identifying areas for improvement, and collaborating with peers to develop new processes where needed.
5. Present monthly IT Operations reports to the client, ensuring transparency and effective communication of ongoing activities, progress, and any escalated issues.
6. Perform proactive system maintenance and regular checks to ensure the site's IT infrastructure is running smoothly and efficiently.
7. Assist with onboarding new team members, including IT setup, office procedures, and workstation/desk configuration.
8. Manage IT hardware ordering, licensing, and coordinate with the client's HR/Office Manager and Asset Finance team to ensure timely procurement and asset tracking.
9. Support the delivery of IT-related projects and initiatives as part of the Operations team and facilitate technology setup for internal and client events.
10. Collaborate with the client's People & Culture team to manage the end-to-end user lifecycle, from account access creation to termination.

Here's what you'll bring:

1. Energy, enthusiasm, and fantastic customer service skills.
2. Previous experience in a Desktop Support/Engineering role.
3. Previous experience in people leadership is highly regarded.
4. Demonstrates ability to communicate effectively and translate technical 'jargon'.
5. Proven ability to juggle multiple streams of information gathering.
6. Strong Windows and macOS, Office 365, and Microsoft Teams knowledge.
7. Demonstrated experience with Mobile Device Management systems (highly regarded, but not essential).
8. A mindset in creating good quality documentation, diagrams and procedures.
9. Experience with current and recent Windows Server operating systems.
10. Willingness to learn technology solutions and concepts to confidently liaise with staff and external vendors.
11. Experience in A/V hardware and systems, and ITIL.
12. Great verbal and written communication skills with the ability to provide regular reports to the customer on IT operations.
13. An ability to manage IT outages/incidents with a calm and measured approach, leveraging other parts of CT to ensure swift restoration of IT services.
14. Proven attention to detail.

Benefits

Why You'll Love Working Here:

1. Extensive training and development opportunities that enable continual growth as part of your career planning.
2. Extensive discounts and benefits to maximise your money.
3. A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
4. Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.