IT Field Services Support Technician

2 months ago

Mile End, Australia Bunnings Full time

At Bunnings, you’ll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference - to our customers and the communities where we live and work.

We are looking for an IT Field Services Support Technician to join our Bunnings Technology team at our SA Support Office.

About the Role.

This newly created role is part of the Bunnings Field Services team. You will be responsible for delivering outstanding customer service by providing technical support to all stores, including warehouses, frame & truss, distribution centres, trade centres, and small format stores, both metro and regional. You will provide onsite assistance for issues and requests that cannot be managed remotely by the Remote Site Support Team. Your goal will be to ensure all service level agreements are met or exceeded, with a proactive approach focused on continual service improvement.

In this role, you will:

- Provide expert advice, troubleshooting, and support on various technology queries. Install, set up, configure, diagnose, repair, and support technical issues and hardware as required.
- Undertake a variety of Technology projects, including hardware rollouts/refreshes, new store setups, closures, upgrades, and expansions, and provide technology support for specialist events (e.g., Trade Expos).
- Travel to offsite locations (including metro and regional stores) for support and fit-out of technology equipment, projects, and proactive initiatives.
- Ensure compliance with security policies across hardware and software.
- Provide support to the wider Service Delivery team, including office support, hardware, or remote site support when required.
- Ensure all Service Levels (SLAs) are within expectations and escalate high-priority issues or requests effectively to provide the best possible response and service for urgent situations.

About You

Joining a highly collaborative team, you are an experienced technology professional who is customer-centric, analytical, and outcome-driven in your approach. You possess exceptional troubleshooting, organizational, problem-solving, interpersonal, documentation, and communication skills.

As the primary technician for our South Australia and Adelaide support office, working alongside our Field Service Coordinator, you will be a highly professional and independent representative for the wider Technology team and adept at working autonomously when needed.

You will also have:

- 2+ years of experience in a level 2 technical support role, including supporting corporate (office) end users as well as operational end users and their tech both in person and remotely. Experience within a Retail business would be highly regarded.
- Technical proficiency across various hardware and software solutions, including Windows and Mac environments, O365 suite, network & server infrastructure, and ServiceNow.
- Experience with Zebra rugged mobile devices and retail Point of Sale systems & peripherals would be advantageous.
- A strong understanding of ITIL processes.
- The ability to take ownership of technology and business initiatives.
- Store fit-out and/or large-scale deployment experience would be advantageous.
- A Class C driver's license, with regional and interstate travel as required.

We’re here to support you.

You’ll be part of a workplace where you’ll feel like you belong.

There's so much on offer when you're part of our Bunnings team with benefits including:
- Our flexible and informal work environment which helps bring balance between work and home.- Team discount at Bunnings, OnePass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.- Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.- 12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.- The opportunity to create a real difference in your local community and environment.

Join us and experience Bunnings from the other side of the counter.

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