Desktop Support Office

1 week ago

St Kilda, Australia Centorrino Technologies Full time

Are You Ready for an Exciting New Tech Challenge? Look no further than Centorrino Technologies

At Centorrino Technologies, we're not just another tech company - we're a community that thrives on excellence. We're thrilled to announce our certifications as a Great Place to Work for 2023, Best Places to Work for 2022 and 2023, and Best Places to Work in Tech for 2023.

Our remarkable eNPS score of 74 is a testament to our unwavering commitment to cultivating an extraordinary culture.

But we're not stopping there. We're on a mission to redefine the customer experience, eliminating everyday friction for our valued clients. Join us in building a truly exceptional company, dedicated to continuous improvement.

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.

Using their unique knowledge of the customer, they will ensure that the right technical outcomes are reached and will work cross-team with the Education Account Manager and IT Manager - Education to ensure the customer’s experience with CT is a great one.

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.

The role is based at a client site in the eastern suburbs of Melbourne and is a full time permanent position.

**Requirements**:
**Here's what you'll be doing**:

- Serve as the senior point of contact for the client, providing leadership and coordination of service delivery activities.
- Lead a team of 2 to deliver exceptional customer service and meet SLAs.
- Collaborate with colleagues and the wider CT teams
- Ensure documentation and procedures are up to date and identify and address gaps.
- Take ownership of day-to-day technology issues and liaise with external parties as needed.
- Mentor junior team members and assist with new member onboarding.
- Strong Windows and macOS, Office 365, and Microsoft Teams knowledge.
- Day-to-day management of the Mobile Device Management systems.
- Troubleshooting A/V hardware and systems.

**Here's what you'll bring**:

- Energy, enthusiasm, and fantastic customer service skills.
- Previous experience within the Education sector.
- Previous experience in a Desktop Support/Engineering role.
- Previous experience in people's leadership is highly regarded.
- Demonstrable ability to communicate effectively and translate technical ‘jargon’.
- Proven ability to juggle multiple streams of information gathering.
- A mindset in creating good quality documentation, diagrams and procedures.
- A willingness to learn technology solutions and concepts to confidently liaise with staff and external vendors.
- Great verbal and written communication skills with the ability to provide regular reports to the customer on IT operations.

Please note that all team members must have a valid state-based Working with Children Check (WWCC), Police check, and be authorised to work in Australia.

**Benefits**

**Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work Here's why**:

- We offer a wealth of training and development opportunities to help you enhance your skills and achieve your career goals, including a diverse range of courses, certifications, and personalised coaching.
- We care about your physical and mental wellbeing, which is why we offer wellbeing subsidies that provide discounts on gym, yoga, and Pilates memberships.
- We understand that technology is key to your success, which is why we give you the freedom to choose between a Mac or PC and offer cost-price tech discounts so you can stay up-to-date with the latest trends.
- We believe in working hard and playing hard, and foster team bonding through a variety of events that help you connect with your colleagues outside of work.
- We believe in your potential and offer a personalized career and learning plan tailored to your unique goals and aspirations, committed to supportin

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