Desktop Support Officer - Site Lead

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.

We’re excited by the fact our team is continuing to expand. And, as we continue to grow, we’re on the hunt for a suitable candidate to join us as a Site Lead based in Bendigo area.

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.

Requirements

Here's what you'll be doing:

• Act as the senior CT on-site point of contact for the client, providing leadership, direction and coordination of service delivery activities for the customer.
• Visiting other client sites in the region and provising support as required.
• Engage with the client's Site Leadership team to ensure CT is across all relevant IT issues at the site.
• Demonstrate positivity and approachability to develop a friendly bond with customers.
• Collaborate with your colleagues to determine any processes that require improvement or can be handled more efficiently.
• Seek customer feedback on your performance and take an active approach in attempting to continuously improve these results.
• Ensuring documentation and procedures are always up to date.
• Identify problems or requests which don't have an existing process and collaborate with your peers to develop and implement one.
• Taking ownership of day-to-day technology issues and dealing with external parties.
• Mentor any junior team members.
• Presentation of Monthly IT Operations Reports to the customer.
• Performing proactive maintenance and system checks as required to ensure smooth running of the site.
• Assist with new team member onboarding, including IT setup, office procedure training and workstation/desk setup.
• Quote and licensing management.
• Facilitate the technology set up for internal and client events.
• Work with client’s people & culture team to coordinate the end-to-end user lifecycle from access creation through to termination.
• Support Operations team to deliver various IT-related projects and initiatives as needed.
• Assist with setup of new systems.
• Manage ordering process of new IT Hardware in consultation with CT + HR/Office Manager and Asset Finance team.
• Facilitate the technology set up for internal and client events. 

Here's what you'll bring:

• Energy, enthusiasm, and fantastic customer service skills.
• Previous experience in a Desktop Support/Engineering role.
• Previous experience in people leadership is highly regarded.
• Demonstrates ability to communicate effectively and translate technical 'jargon'.
• Proven ability to juggle multiple streams of information gathering.
• Strong Windows and macOS, Office 365, and Microsoft Teams knowledge.
• Demonstrated experience with Mobile Device Management systems (highly regarded, but not essential).
• A mindset in creating good quality documentation, diagrams and procedures.
• Experience with current and recent Windows Server operating systems.
• Willingness to learn technology solutions and concepts to confidently liaise with staff and external vendors.
• Experience in A/V hardware and systems.
• Great verbal and written communication skills with the ability to provide regular reports to the customer on IT operations.
• 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.
• Proven attention to detail.

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.

Apply today and help us in building a future where diversity is celebrated, where inclusion is second nature, and where every voice is heard.

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 supporting you in becoming the best version of yourself.
• We celebrate diversity and inclusivity, and prioritise health, wellbeing, and fun in our workplace culture.

When you join Centorrino Technologies, you know you are joining an organisation that is driven by our values and innovation. We are proud to be an equal opportunity employer, and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences. We encourage applications from people of all ages, disabilities, LGBTQI, Indigenous people and people from culturally diverse backgrounds.