Helpdesk Leader

Full Time Position - Tamworth

Entourage Technology is a locally owned and operated business who are proud to offer superior technology services to our region. With a team of more than twenty specialised tech experts and strong relationships with industry partners, Entourage Technology offers businesses the experience and knowledge to ensure technology solutions grow with them.

Our clients are supported by our highly skilled technical operations team based in Northern NSW for all their phone system, networking, servers and software requirements from installation to ongoing maintenance and support.

As the Helpdesk Leader you will ideally have a minimum of 2 years experience working within the technology industry and be driven to deliver customer centric experiences and excel through communicating with key internal and external stakeholders including but not limited to sales teams, fulfilment teams, customers and industry vendors. Along with time in a helpdesk in a hands-on role you will also have experience managing small teams.

As the helpdesk leader, you will work autonomously to lead and develop the helpdesk team. This varied role will involve maintaining customer relationships and standards of service while executing on key deliverables.

Team Leadership skills:

Experience in or outside the IT industry leading people

Skills around mentoring and training teams

Experience leading a team to achieve common goals and encourage team members to achieve their best

Performance Management of your team

Experience in managing learning pathways for your team

Stong communition skills

Technical skills and experience would include (but not limited to):

At least two years experience

Helpdesk support for remote customers or onsite support

Skills with all Microsoft 365 products and solutions

Fault diagnostics and repair via in person or remote scenarios

Sound understanding of computer and network security

Ability to troubleshoot complex networks

Software and applications deployment on Windows systems

Telephony system experience

Experience managing a windows active directory environment

Experience supporting MDM solutions

Typical Tasks for Installation and Support would include (but not limited to)

Multisite / enterprise network equipment

Workstations, Laptops, and their peripherals

Email accounts via Microsoft 365, Outlook etc

Advanced software/settings on a Windows Environment

Endpoint and email security products

Telephony system hardware and peripherals

MDM products

Do You…..

Provide unparalleled customer experiences through effective communication

Have a desire to drive a talented team to achieve KPI's

Aspire to continually learn and develop your skill set and learn new tasks and systems quickly

Have superior time management skills and the ability to multitask in a high-pressure environment

You will have proven analytical and problem solving skills

A Valid Driver's Licence with the ability to travel locally if required

In return, we will provide you with supportive management, a dynamic team environment and a negotiable competitive salary with career progression opportunities.

Let us know why you'd be the best person for the job by applying with a cover letter discussing what level role you are applying for, how you would meet the criteria above, resume and current references.