Job Description:
As a key point of contact for customers, you will provide exceptional technical support and leadership. Your primary role will be to ensure seamless service delivery, aligning with client business needs and fostering strong relationships.
The Site Lead is responsible for providing end-user support for technology environments encompassing Microsoft Windows, Apple macOS/iPadOS devices, Office 365, and Windows Servers. You will resolve issues, educate customers on technology usage, and coordinate technical escalations with advanced support teams.
Developing a rapport with customers and key contacts is crucial in this role. Your excellent customer service skills, paired with your ability to communicate complex technical information effectively, will make you an ideal candidate for this position.
Key Responsibilities:
* Act as senior on-site point of contact for clients, ensuring alignment with their business needs.
* Visit other client sites to provide support, maintain relationships, and stay informed on relevant IT issues.
* Foster positive relationships with customers, gathering feedback to improve service delivery and team performance.
* Regularly review and update documentation, identifying areas for improvement.
* Present monthly IT Operations reports to clients, ensuring transparency and effective communication.
* Perform proactive system maintenance, checking IT infrastructure's efficiency.
* Assist with onboarding new team members, including IT setup and office procedures.
* Manage IT hardware ordering, licensing, and asset tracking.
* Support the delivery of IT-related projects and initiatives.
* Collaborate with People & Culture teams to manage user lifecycles.
Required Skills and Qualifications:
You will need to bring the following skills and qualifications to excel in this role:
* Energy, enthusiasm, and fantastic customer service skills.
* Previous experience in Desktop Support/Engineering roles.
* People leadership experience is highly regarded.
* Ability to communicate technical information effectively.
* Strong Windows and macOS knowledge.
* Experience with Mobile Device Management systems.
* Mindset for creating quality documentation.
* Experience with current and recent Windows Server operating systems.
* Willingsness to learn technology solutions and concepts.
* ITIL experience.
Benefits:
We offer extensive training and development opportunities, discounts, benefits, and a choice of IT equipment. Our engaging culture includes fun team events and opportunities to celebrate achievements outside work hours.
CT values diversity, inclusivity, and variety in backgrounds. Apply today and join our team that drives innovation and excellence.
Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.