Job Overview:
As a Lead Tech Field Engineer, you will be responsible for providing technical IT support to high-level government officials and their staff via various communication channels.
* Deliver exceptional customer service through verbal and written interactions
* Build and maintain relationships with clients at diverse levels
* Install, configure, and troubleshoot ICT hardware, software, and peripherals
* Administer Windows Operating Systems (OS) and 365 systems, ensuring seamless functionality
* Manage administrative tasks, including Microsoft access controls and software deployments
* Utilize the department's service management tool to manage queues, resolve incidents, and fulfill service requests
* Collaborate with internal teams to address complex issues and implement resolutions
* Train new staff to ensure consistency in expectations and service delivery
* Contribute to performance and learning discussions, focusing on growth and development
* Participate in knowledge base development and contribute to service improvement initiatives
* Provide domestic travel and event support as required
You will succeed in this role if you possess:
1. Excellent verbal and written communication skills
2. The ability to communicate effectively with diverse stakeholders
3. Experience working independently to achieve outcomes
4. Proven experience in responding to ICT inquiries and requests from various stakeholders
5. Leadership skills, enabling the creation of a positive culture that prioritizes service quality and stakeholder satisfaction
6. Ability to provide high-quality advice and client service on ICT matters
7. Experience working in support environments, utilizing Microsoft products, including Windows Operating Systems and the Microsoft Office Suite
8. A focus on Continual Service Improvement within the ICT Service Delivery context
9. Effective people skills, allowing engagement with stakeholders on complex issues
10. Ability to manage competing priorities and anticipate stakeholder needs
11. Engagement in performance and learning discussions
12. Initiative to improve work practices
13. Experience planning, scheduling, and delivering BAU and small-scale ICT activities within a team environment
14. Ability to travel domestically as required