Ict Support Specialist

We have an exciting Full-Time opportunity to join our support team in the role of **ICT Support Specialist - Level 1**at our **Brighton Support Office, VIC.**

**This is a Part Time role - 3 days per week.**

**Who We Are - Join Retailors and Shape the Future of Retail**
At Retailors, we don’t just sell products—we create unparalleled experiences and push the boundaries of sport, tech and lifestyle retail. As a leading Nike, Samsung and Mattel partner in Australia and New Zealand, we operate an expanding global network of premium retail stores, delivering best-in-class consumer experiences across multiple regions.

**Our goal is simple**: to empower team and inspire consumers through innovative retail concepts and a relentless passion for retail. From our stores to our Support Office, we cultivate a high-energy, results-driven culture where leadership, teamwork, and excellence that defines our success.

**What's in it for you?**
- Generous Staff discounts for you and your family on all RPG retail brands including Nike and Samsung
- A paid day off for you to celebrate your Birthday
- Recognition of performance and contribution with Monthly MVP awards
- Employee wellness program and access to EAP support
- An opportunity to work with a team and business that has very well defined Purpose, Blueprint and Values.
- Continuous growth and development opportunities
- A rewarding career with a business committed to stay focused on team culture

**Key Responsibilities**

Service (Support)
- Monitoring and responding to active/stale tickets
- Maintain an average of 95% + SLA for I.T Department
- On-Call service (Rostered, every 2 - 3 weeks)
- Maintaining VOIP, VPN, User Account / Hardware Provisioning
- Maintaining Point of Sale, App Procurement and Deployment
- Analyse and proposal service/incident remediation from Service Desk data
- Monthly Service Reports with Departmental follow ups on Service

Operations (Reactive and Proactive tasks)
- Technician prioritisation for daily, weekly, and monthly
- Contribution and leading weekly ticket WIPs (Work-in-progress)
- Cross functional relationship and I.T investigations
- Managing Personal ICT Planner tasks and aligning with ICT Business Strategy
- Support Business with store openings/closures and refurbishments
- Using technical awareness to build efficiencies and innovation from daily support tasks.

Asset Management (Hardware / Apps)
- Building and Maintenance of Asset management spreadsheets/platforms
- Managing and assisting in software/hardware renewals
- Managing equipment lifecycle plans and orchestrate business solutions from trends of hardware failures
- Build Sound knowledge of Hardware Specifications to Allocate Right Hardware for End User

**To be successful in this role we require**:

- Preferably 6-12 months experience in IT Support and Customer service
- Administration experience of Office 365
- Strong task planning, prioritisation skills and time management
- Very clear communication skills (ability to bridge non-technical with technical users)
- Ability to identify system process improvements and root cause discoveries
- Analytical abilities - dashboarding and reporting
- Ability to handle critical/stressful situation
- Ability to challenge the status quo
- Works collaboratively as a team player and lead the team
- Experience with User and Hardware provisioning
- Ability to present reports and statistics to large audiences
- Ability to drive, have access to a car and hold an Australian license
- On-Call Support will be required
- We CARE, we COACH, we have ENERGY, we are ACCOUNTABLE and we INNOVATE_

For more opportunities within our stores visit:
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