Desktop Support Office - Site Lead (Education)

at  Centorrino Technologies

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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.
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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 the western suburbs of Melbourne.
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.

• 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.