Information Technology Support Officer

DECJUBA; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

DECJUBA is seeking an IT Support Officer based in Cremorne to deliver Level 1/2 support across head office and national retail stores. You will handle hardware, software, networks and retail systems, escalating complex issues as needed.

You will be the first contact for IT requests, supporting Windows, MacOS and Microsoft 365, with travel across VIC and interstate for store rollouts. This role is office-based in Cremorne and suits a practical problem-solver.

Qualifications

• 1-2 years of experience in IT support or service desk environments.
• Strong troubleshooting skills across Windows environments, MacOS and Microsoft 365.
• Experience supporting distributed sites or multi-location businesses.
• Experience working in a retail environment and familiarity with POS systems and retail ERP can be advantageous.
• Exposure to cybersecurity platforms such as Darktrace and CrowdStrike; familiarity with endpoint management tools like NinjaOne.

Responsibilities

• Provide responsive helpdesk support to head office and retail stores.
• Support and troubleshoot laptops, desktops, mobile devices and peripherals.
• Provide remote support to stores across POS, connectivity and hardware.
• Manage user accounts (Active Directory / M365) in line with IT processes.
• Maintain asset registers and device lifecycle management.
• Monitor and respond to alerts via RMM and security systems.
• Assist with network troubleshooting across store WAN/LAN environments.
• Support backup monitoring and vendor coordination.
• Configure and deploy IT equipment for new starters and store rollouts.
• Assist with IT projects including system upgrades and migrations.
• Travel to stores (VIC and interstate) when required.

Skills

IT support experience

Troubleshooting

Windows

MacOS

Microsoft 365

Retail IT exposure

Tools

NinjaOne

Darktrace

CrowdStrike

POS systems

ERP systems (fashion retail)

Active Directory

M365 Admin

Job description

At DECJUBA, we are a proud B Corp Certified Australian fashion brand with a clear vision: to make our customers look and feel amazing. Known for aspirational, effortless style, we make getting dressed every day easy. Our three brands – DECJUBA, D-LUXE Basics and DECJUBA Kids – bring that vision to life season after season. Reimagined by Tania Austin in 2008, DECJUBA is female-owned and led, with more than 1,500 team members across our global Head Office and retail stores. Today, our retail footprint spans over 170 locations across Australia and New Zealand, alongside a growing global online presence. Because when our customers feel amazing, we know we’re doing what we do best.

THE OPPORTUNITY

Reporting to the IT Operations Manager, the IT Support Officer is responsible for delivering high-quality Level 1/2 IT support across our Support Office and national retail network. You’ll be the first point of contact for IT requests, providing hands‑on support across hardware, software, networks and retail systems, while escalating more complex issues where required.

KEY RESPONSIBILITIES

• Provide responsive helpdesk support to head office and retail stores
• Support and troubleshoot laptops, desktops, mobile devices and peripherals
• Provide remote support to stores across POS, connectivity and hardware
• Manage user accounts (Active Directory / M365) in line with IT processes
• Maintain asset registers and device lifecycle management
• Monitor and respond to alerts via RMM and security systems
• Assist with network troubleshooting across store WAN/LAN environments
• Support backup monitoring and vendor coordination
• Configure and deploy IT equipment for new starters and store rollouts
• Assist with IT projects including system upgrades and migrations
• Travel to stores (VIC and interstate) when required

ABOUT YOU

• 1-2 years of experience in IT support or service desk environments
• Strong troubleshooting skills across Windows environments, MacOS and Microsoft 365
• Experience supporting distributed sites or multi‑location businesses

Highly Regarded:

• Experience working in a retail environment
• Exposure to Point of Sale (POS) systems
• Experience with ERP systems, specifically in fashion retail
• Familiarity with cyber security platforms such as Darktrace and CrowdStrike
• Experience with endpoint management/RMM tools such as NinjaOne
• Understanding of networking concepts such as WAN, LAN and SD‑WAN

You’re practical, calm under pressure and enjoy solving problems. You communicate clearly with non‑technical users and take ownership of issues through to resolution. You’re comfortable working independently while contributing positively to a collaborative IT team.

This role is based in our Cremorne office, so the successful applicant must be comfortable being in the office full time.

WHY JOIN THE DREAMTEAM

• We are committed to providing an AMAZING working environment, empowered by five core values: Honesty, Bravery, Integrity, Innovation, and Optimism.
• We are passionate about our DREAMTEAM and committed to providing continuous growth and development opportunities.
• We aim to open the door to exciting and dynamic careers in retail, with the opportunity to learn from the best in the business.
• We are experiencing a period of phenomenal growth. When we grow, you grow!

At DECJUBA, we’re committed to ensuring our team reflects the diversity of our customers and our community. We recognise that we do our best work together and are focused on creating an AMAZING culture that supports our team members to be themselves and perform at their best. By creating an inclusive culture, we ensure diversity in all its forms (including all abilities, culture, race, gender, age, and sexual orientation) is welcomed and celebrated and encourage applications from all candidates.

DECJUBA are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant!