The Lead IT Support Technician will provide technical support to Fluent Commerce employees and contractors (end-users), manage user accounts, maintain IT systems and oversee and enhance our internal IT support operations. The ideal candidate will have experience supporting both Mac and Windows environments and be familiar with identity management tools. This role requires a proactive problem-solver with strong communication skills and a commitment to providing excellent customer service.

Key Responsibilities:

• Provide technical support to end-users for hardware, software, and network-related issues, including acting as a primary escalation point for complex IT support issues.
• Manage onboarding and offboarding with our IDP.
• Troubleshoot and resolve issues related to Mac and Windows operating systems.
• As the team grows, lead and mentor IT support technicians, providing guidance and training to enhance team performance.
• Develop and implement IT support best practices, ensuring efficient resolution of user issues.
• Monitor IT systems and proactively address potential issues before they impact operations and provide recommendations for improvements.
• Manage IT assets, ensuring proper documentation, tracking and maintenance.
• Install, configure, and maintain computer systems, software applications, and peripherals.
• Document technical procedures, processes, and solutions for reference and training purposes.
• Participate in on-call rotation for after-hours support as needed.

Skills, Knowledge & Expertise:

• Background in Information Technology or Computer Science
• Minimum of 5 years of IT support experience, with at least 2 years in a leadership or senior technician role.
• Proficiency in supporting both Mac and Windows operating systems.
• Strong grasp of Identity and Access Management with deep experience in Mobile Device Management (MDM).
• Strong knowledge of networking concepts and resolving network related issues.
• Good knowledge of scripting/automation for IT administration;
• Excellent problem-solving skills and attention to detail.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with cloud services (e.g., AWS, Azure, Google Cloud) is a plus.

Job Benefits:

• We value flexibility – Work how, when and where it suits you.
• Flexible and supportive leave policies – Including generous paid parental leave and paid leave for your birthday so you can celebrate you.
• Culture is key – We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.
• Advance your career – We invest in your future by providing an allowance to help accelerate your learning and professional development.
• Bring your whole self to work: At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life’s work (or be your best self).

About Fluent Commerce
Working with some of the world’s leading brands and retailers, we’ve created a powerful and exciting cloud-native Order Management platform designed to reinvent how businesses serve their customers’ needs efficiently and cost effectively. We’re disrupting the status quo to help our clients adapt quickly to their ever-changing needs. It’s a huge opportunity and we’re proud to be at the heart of it.
Globally headquartered in Sydney, Australia—and with teams across Europe, US and APAC—we’re growing quickly with new opportunities both nationwide and internationally. Are you ready to change the world of commerce? Then we’d love to hear from you!
At Fluent Commerce, we are committed to enabling everyone to feel included and valued. We believe our culture & competences are stronger with diverse experiences and perspectives.
That’s why Flexy is one of our core values, we embrace flexibility around hybrid working and working hours.
We are not looking for someone who checks every single box; we’re looking for lifelong learners and people who can make us better with their own experiences. We value your uniqueness so that you can be your authentic self at work.
All qualified applicants will receive consideration for employment without regard to age, ethnicity, family, gender identity, marital status, physical or mental disability, neurodivergence, sexual orientation, or any other characteristic protected by applicable laws.

• Provide technical support to end-users for hardware, software, and network-related issues, including acting as a primary escalation point for complex IT support issues.
• Manage onboarding and offboarding with our IDP.
• Troubleshoot and resolve issues related to Mac and Windows operating systems.
• As the team grows, lead and mentor IT support technicians, providing guidance and training to enhance team performance.
• Develop and implement IT support best practices, ensuring efficient resolution of user issues.
• Monitor IT systems and proactively address potential issues before they impact operations and provide recommendations for improvements.
• Manage IT assets, ensuring proper documentation, tracking and maintenance.
• Install, configure, and maintain computer systems, software applications, and peripherals.
• Document technical procedures, processes, and solutions for reference and training purposes.
• Participate in on-call rotation for after-hours support as needed