Client Experience & Technical Support Lead

Social Booth Pty Ltd; Sydney; Vor Ort; AUD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Bonus schemes

Salary reviews

Parental leave 20 weeks

Health programs

Learning Academy

Flexible work

Zusammenfassung

Multiplex is modernising its IT landscape and seeking an IT Technical Support Engineer Lead to guide a regional team and resolve end‑user issues across offices and construction sites. The role combines hands‑on technical work with people leadership to ensure reliable service delivery.

You will mentor engineers, manage workloads, and collaborate with vendors to resolve complex problems while maintaining a focus on exceptional customer service.

Qualifikationen

• Diploma or Bachelor’s degree in Information Technology or equivalent.
• Experience leading IT support professionals and coaching teams.
• Excellent communication and stakeholder management skills.
• Valid driver’s licence and willingness to travel to project sites.

Aufgaben

• Lead and support regional Technical Support team of up to five engineers and resolve end-user issues across offices and projects.
• Hands-on, customer-facing role supporting hardware, applications, software and end-user computing (L1–L3).
• Oversee workloads, mentor team members, manage service requests per SLAs, collaborate with other IT teams and vendors.
• Partner with IT Support Manager to deliver services regionally and ensure quality outcomes.
• Drive continuous improvement while maintaining high customer service standards.

Kenntnisse

Leadership

Coaching

Communication

Stakeholder management

Customer service

Driver's license

Ausbildung

IT degree (Diploma/Bachelor)

Tools

Windows

macOS

Active Directory

Azure

Intune

Networking

Server configuration

Microsoft 365

Device imaging

Asset management

CMDBs

ITSM platforms

Jobbeschreibung

Multiplex is a premier construction company with a simple purpose: to construct a better future. As part of our team, you'll have the opportunity to help deliver some of the world's most iconic projects, supported by approachable leadership and an inclusive culture that puts our people first.

Supporting the business, Multiplex has a Global IT division with colleagues located across Australia, UAE, UK, and Canada working to an operating model based on the principles of Design, Build, Run, and Enable.

It's an exciting time to join the IT team at Multiplex as we pursue our strategy to modernise the business through digital technology. Alongside our Digital Transformation team, we are working on initiatives to leverage data and technology to improve the operational efficiency of our business. The Global IT division is committed to providing certainty of service and technology solutions that just work, ensuring the business is built to outperform.

With 110+ colleagues in the Multiplex Global IT division, we have roles across the full IT lifecycle from designing IT solutions, delivering change projects, to the business‑as‑usual running of our IT infrastructure, all while ensuring we are safe, secure and compliant.

You will also have access to a range of holistic benefits including:

• Bonus schemes, annual remuneration reviews and salary continuance insurance.
• Health and Wellbeing programs, including annual voluntary skin and health checks.
• Benefits to support parents and families, including 20 weeks paid parental leave regardless of gender, payment of superannuation on unpaid leave, and transition coaching.
• Professional career development opportunities and a wealth of learning offerings through the Multiplex Learning Academy.
• An industry‑leading approach to flexible work to enable better work‑life balance.

Who we're looking for:

As an IT Technical Support Engineer Lead, you will lead and support a regional Technical Support team of up to five engineers while remaining actively involved in resolving end‑user technology issues across Multiplex's offices and construction projects.

This is a hands‑on, customer‑facing role supporting hardware, applications, software and end‑user computing issues across Levels 1 to 3. You will oversee day‑to‑day workloads, guide and mentor team members, manage service requests in line with agreed service levels, and work closely with other IT teams and external vendors to resolve complex issues and restore services.

Working closely with the IT Technical Support Manager (based in Melbourne), you will play a key leadership role in ensuring the successful delivery of technical support services across the region. While a strong technical foundation is essential, this role is best suited to a people leader who enjoys developing teams, building capability and delivering exceptional service outcomes.

Success in this role will come from your ability to lead an experienced team of Technical Support Engineers, foster collaboration, manage performance, navigate challenging conversations with confidence, and proactively drive continuous improvement while maintaining a high standard of customer service.

To be considered for this role, you will bring:

• A Diploma or Bachelor's degree in Information Technology (or equivalent), together with at least four years' experience within an IT support or technology environment.
• Proven experience leading, coaching and developing IT support professionals, including managing performance, navigating difficult conversations and providing technical guidance to team members.
• Excellent communication, stakeholder management and customer service skills, with the ability to build effective relationships across corporate offices, construction projects and all levels of the business.
• A current unrestricted driver's licence, access to a reliable vehicle, and the flexibility to travel regularly to metropolitan and regional construction project sites across the Sydney to Canberra region.
• Strong technical knowledge across Windows and Apple operating systems, Active Directory, Azure, Intune, networking, server configuration, desktop and mobile device support, and Microsoft 365 applications.
• Experience working with device imaging, software and asset management, CMDBs, IT service management platforms and