Information Technology Support Analyst

6 days ago

Melbourne, Victoria, Australia HARLI + HARPA Full time $90,000 - $120,000 per year

If you want to be a part of Australia's
NEWEST
and most exciting fashion Jewellery brand and want to take the next step in your career HARLI + HARPA might be just what you are looking for.
HARLI + HARPA
have opened over 35 stores across Australia and South Africa since November 2024 and continue to expand.

We are currently looking for an
Information Technology Support Analyst
that has an interest and experience in retail.

Overview

The
Information Technology Support Analyst
role is responsible for delivering and maintaining high-quality IT solutions across our store network and Support Centre. This position plays a critical role in the setup of new stores, managing core business systems, and providing technical support to ensure smooth operations nationwide and internationally.

You will work closely with internal stakeholders, vendors and the Store Development team to ensure new store builds are delivered on time and to standard, while also supporting ongoing IT operations and projects.

Key Responsibilities

Service Desk & Support

  • Provide first and second-level support for store and head office IT issues.
  • Manage incoming support requests via Zendesk, escalating where necessary.
  • Handle urgent escalation calls from retail store managers and regional.
  • Deliver remote and on-site troubleshooting, ensuring minimal downtime.
  • Maintaining and improving the support network/ Processes

Store Development & Implementation

  • Plan, configure, and deploy IT infrastructure for new store openings across Australia and South Africa.
  • Coordinate with suppliers, contractors, and internal teams to deliver end-to-end IT solutions for each store build.
  • Manage the standard 4-week store build cycle, averaging one store opening per week.
  • Identify and implement improvements to store IT build processes.
  • Maintain strong supplier/vendor relationships to ensure timely delivery and support.

Systems Engineering & Administration

  • Manage and maintain Retail Directions systems, including RMS, SMS, and SMS mobile.
  • Oversee RMS database administration, including data manipulation and integrity.
  • Administer Microsoft 365, including Azure AD, Defender, and Intune.
  • Maintain other core platforms such as Zendesk, Deputy, and TeamViewer.
  • Perform system updates, configuration changes, and ongoing maintenance to ensure reliability and security.

Projects & Continuous Improvement

  • Contribute to IT-related projects, from planning to implementation.
  • Analyse current processes and recommend solutions to improve efficiency and service delivery.
  • Keep up to date with emerging technologies relevant to retail IT infrastructure.

Key Requirements

  • In-office attendance is required daily.
  • Ability to travel to store locations as needed.
  • Willingness to perform occasional after-hours and weekend work for store launches and urgent support.

Skills & Experience

  • Strong technical knowledge of retail IT systems, infrastructure, and POS solutions.
  • Experience in supplier and vendor management.
  • Proficiency in Microsoft 365 (Azure, Intune, Defender) and enterprise IT tools.
  • Solid troubleshooting and problem-solving skills.
  • Strong organisational and process management abilities.
  • Excellent communication and interpersonal skills for working across teams and with external partners.

Benefits

  • 50% of HARLI + HARPA product
  • Quarterly product allowance

Find out more about
HARLI + HARPA
by checking out our Instagram @harliandharpa and website

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