CRM & IT Systems Support Officer - Oakberry Australia

9 hours ago

Surry Hills, New South Wales, Australia 7f904449-8f56-422d-8e87-7266e82209a4 Full time $60,000 - $90,000 per year

Role Overview: We are seeking a full-time ICT Customer Support Officer responsible for maintaining the smooth operation of Oakberry Australia's internal IT systems and services. This role supports internal users by diagnosing and resolving technical issues, maintaining IT infrastructure, and ensuring reliable access to business systems. The successful candidate will work closely with internal departments to provide frontline IT support, assist with systems maintenance and updates, and contribute to overall system efficiency and security. This position is key to ensuring ongoing IT functionality across Oakberry's head office and store network.

Reporting Structure: The CRM & IT Systems Support Officer role reports to the Head of Operations & IT. This role does not have any direct reports.

Responsibilities:

  • Provide first-level support to internal staff for software, hardware, and system issues across various business units.
  • Respond to helpdesk queries, resolve incidents, and escalate complex issues as required.
  • Install, configure, and maintain end-user devices, business applications, and IT infrastructure (including internal platforms and networks).
  • Support the rollout and maintenance of new systems, including the company's loyalty program platform and internal management tools.
  • Monitor and maintain system performance, security settings, user access controls, and data integrity.
  • Coordinate with internal departments to gather system requirements and assist in implementing practical IT solutions.
  • Document standard operating procedures, FAQs, and user instructions for internal
  • systems.
  • Conduct staff training on system use, security protocols, and IT policies.
  • Assist with regular system maintenance, software updates, and backup procedures.
  • Liaise with IT vendors and service providers to ensure continuity of technical support services.

Requirements:

To be successful in this role, you will demonstrate,

  • Diploma or degree in Information Technology, Computer Science, or a related field.
  • Minimum 2 years of experience in IT support, helpdesk, or system administration roles.
  • Strong understanding of hardware and software troubleshooting techniques.
  • Experience with business systems, databases, and cloud-based platforms preferred.
  • Knowledge of IT security, backup procedures, and disaster recovery plans.
  • Excellent communication and interpersonal skills for supporting non-technical staff.
  • Ability to work independently and manage support tasks proactively.
  • Unrestricted work rights (Australian citizens or permanent residents).

How to Apply:

All applicants must include a cover letter explaining how they meet the above requirements and why they are suitable for the role. Additionally, all applicants must submit examples of recent project experience and/or tertiary studies, in addition to providing a resume.

Applications without these documents and information will not be considered.

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