Client Relationship & Technical Oversight
Serve as the primary technical point of contact for assigned SME customers.
Build and maintain strong, long-term relationships with customers’ IT and business stakeholders.
Conduct regular technical reviews and strategic planning sessions.
Help ensure service delivery aligns with SLAs, compliance requirements, and customer expectations.
Collaborate with internal technical and support teams to resolve complex issues and implement improvements.
Provide guidance on cybersecurity, cloud adoption, infrastructure upgrades, and Modern Work initiatives (e.g., Microsoft 365, Teams, SharePoint, Endpoint Management).
On-Site Management & Operational Support
Act as the on-site lead for designated customers, ensuring smooth day-to-day IT operations.
Coordinate and oversee on-site support activities, including hardware installations, troubleshooting, and user support.
Liaise with customer IT personnel to understand operational needs and ensure IT services are aligned.
Identify and escalate recurring issues or risks and drive continuous improvement initiatives.
Support project delivery and implementation of new technologies, including Modern Work solutions, on-site where needed.
Service Improvement & Strategic Planning
Monitor customer environments for performance, security, and reliability.
Proactively recommend improvements and future-proofing strategies, including Modern Work adoption and optimisation.
Assist in onboarding new services and technologies within existing accounts.
Help maintain accurate documentation of customer environments and service history.
