IT Support Specialist
Since launching in 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the leading fashion, sports and lifestyle e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide a seamless and inspiring end-to-end customer experience through our own technology innovations. We stand for benchmark-setting customer service, delivery options, returns policies, and curation of brands.
We are a diverse and dynamic community of over 1,000 people working towards our purpose To bring on the future of shopping. THE ICONIC is people and planet positive, and we strive towards creating a positive impact in the world by driving genuine and meaningful change for the better of all communities involved.
IT at THE ICONIC
Our IT team keeps our metaphorical lights on when it comes to our tech. We design, implement, manage and support the enabling technology to keep our hubs and teams operational. We are always working towards enhancing our systems, infrastructure and processes, with our commitment to continuous improvement, to support better performance across the organisation.
A bit about the role
You will be part of a dedicated group of IT Support Specialists, Business Partners & Systems Engineers who will be supporting all Iconites with any technology queries or issues.
What you'll be doing
- Feet on ground support across all hubs, primarily based at our Fulfillment Centre in Yennora
- Provide exceptional IT support experiences to all internal business customers
- Ensure all support issues and requests are logged and tracked in the ticketing tool
- Proactively responding to all customers in accordance with defined SLAs
- Troubleshooting and diagnosing technical issues, remotely, via email and in person
- Hardware support of laptop, desktop and printing devices
- Software installation and support of commercial and bespoke systems
- Liaising with suppliers to facilitate support of externally managed solutions
- Maintain knowledge bases including documentation of solutions, workarounds and processes
- AV and video conference support
- Management and tracking of assets within the asset management system
- Ensuring compliance with company policies, procedures and standards
What we are looking for
- Similar expereince in a previous role
- Enthusiastic and can-do attitude
- Passion for IT and providing exceptional customer experiences
- Professional presentation and clear communication skills
- Excellent written and verbal communication skills
- A willingness to travel and support other hub locations when required
- A practical quick learner who is open to new challenges
- Growth mind-set, we never stop learning!
Technical Experience
- Experience working with a Service Desk Ticketing System
- Experience working with PC and Apple products including: Microsoft Windows O/S, Microsoft Office, Office 365, Google Workspaces, Mac OSX, Apple iOS and Android
- Experience of working with Microsoft Windows Server environments and Active Directory
- Hands-on experience in administering the Atlassian suite (Jira & JSM), Google workspace, Okta and Jamf Pro
- A practical understanding of the ITIL framework
- Basic understanding of network concepts
Why you'll love THE ICONIC
From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work. Heres what to expect when you join THE ICONIC:
- The learning collective. Get your knowledge fix with our learning days, hackathons, and access to LinkedIn Learning
- Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids' first day of school every year
- Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
- Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
- People & Planet Positive. From our ethical sourcing and sustainability strategies to our community engagement and diversity, our responsibility is multifaceted, and each of these facets are equally important.
- Wellbeing. Access to our discounted gym memberships and wellbeing programs
- People first. Access our Employee Assistance Program for you and your family.
- Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.
- Refer a friend. Enjoy a referral reward for successfully referring someone to THE ICONIC.
Additional Information
We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: talent.attraction@theiconic.com.au
