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Reporting to the IT Operations Manager, the IT Support Officer is responsible for delivering high-quality Level 1 & 2 IT support across our Support Office and national retail network. You’ll be the first point of contact for IT requests, providing hands-on support across hardware, software, networks and retail systems, while escalating more complex issues where required.
Job Responsibility:
Provide responsive helpdesk support to head office and retail stores
Support and troubleshoot laptops, desktops, mobile devices and peripherals
Provide remote support to stores across POS, connectivity and hardware
Manage user accounts (Active Directory / M365) in line with IT processes
Maintain asset registers and device lifecycle management
Monitor and respond to alerts via RMM and security systems
Assist with network troubleshooting across store WAN/LAN environments
Support backup monitoring and vendor coordination
Configure and deploy IT equipment for new starters and store rollouts
Assist with IT projects including system upgrades and migrations
Travel to stores (VIC and interstate) when required
Requirements:
Experience in IT support or service desk environments
Strong troubleshooting skills across Windows environments, MacOS and Microsoft 365
Experience supporting distributed sites or multi-location businesses
Nice to have:
Experience working in a retail environment
Exposure to Point of Sale (POS) systems
Experience with ERP systems, specifically in fashion retail
Familiarity with cyber security platforms such as Darktrace and CrowdStrike
Experience with endpoint management/RMM tools such as NinjaOne
Understanding of networking concepts such as WAN, LAN and SD-WAN