IT Support Engineer - Queensland

Harris Farm Markets; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Job summary

Harris Farm Markets is seeking an IT Support Engineer to drive support for our business and retail systems across stores in NSW and QLD. The role involves ensuring reliable hardware, software, phones and devices, with rotating on-call shifts and local travel within company standards.

You'll deliver hands-on ITIL-aligned support, maintain assets, manage backups, and contribute to knowledge sharing. The successful candidate combines strong customer service with solid systems administration

Qualifications

• 3–5 years in IT support with 1–2 years systems administration.
• Excellent customer service and communication skills.
• Ability to learn new technologies quickly and work in teams.

Responsibilities

• Administer, maintain and rollout hardware and software.
• Manage telephones, mobile devices and other equipment.
• Maintain IT assets and inventory.
• Perform server backups and recovery.
• Respond to IT support requests following ITIL standards.
• Participate in rotating after-hours support roster.
• Create knowledge articles for internal portal.
• Escalate high-impact issues to the appropriate SME.

Skills

IT Certifications

IT Support

Customer Service

Troubleshooting

Problem Solving

Time Management

Networking

Systems Administration

Teamwork

Communication

Job description

For over 40 years we've remained 100% family owned and operated, this means we are agile, innovative and implement ideas rapidly. One of our values of being a Harris Farmer is to "have a crack", "choose your own adventure" and be entrepreneurial like our founder, David Harris.

We're 30 (and counting) stores across NSW and QLD, and home to almost 3,000 wonderful Harris Farmers all with a common purpose, to reconnect Aussies with the joy of food. Everything we do at Harris Farm Markets is driven by what we believe in and is underpinned by ensuring everything we do is for the Greater Goodness!

The Role

The IT Support Engineer is responsible for being a key driver in the support of our business and retail systems to ensure Harris Farm Markets achieves the desired business goals. Engineers are expected to deliver a superior level of support which includes rotational on-call support as well as some travel, mostly local within the company standards of Harris Farm Markets.

Key responsibilities will include;

• Administration, maintenance and rollout of hardware & software
• Management of telephones, mobile and other devices
• Maintain IT Assets and Inventory Management
• Server backups and recovery
• Handle IT Support requests and calls adhering to ITIL standards
• Be part of the rotating roster for after hours support (7 days)
• Continuously expand knowledge of Harris Farm Support best practices, procedures and systems
• Create, publish and reuse knowledge articles/documentation using the knowledge management portal
• Prioritize and balance workload, making good use of time to achieve organizational and personal goals
• Independently learn and expand product, technology and soft skills
• Use problem solving skills to quickly resolve customer issues and provide assistance to prevent future issues by proactively sharing information/expertise
• Apply technical knowledge and support process to assess/recreate complex problems, analyse logs to determine root cause and set expectations with customers
• Escalate high impact and aged customer issues to the appropriate subject matter expert or manager according to Support procedures
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation
• Actively participate and contribute to internal projects to improve Harris Farm business
• Cultivate a growth mindset. Investigate professional development opportunities
• Adhere to Support Processes and Procedures outlined in Support Engineer Handbook

Skills Required

• Preferred appropriate IT Certifications
• 3-5 Years proven experience in IT Support or a similar role including 1-2 years of Systems Administration experience
• Excellent relationship management, customer service and communication skills (written and verbal)
• Excellent problem solving/troubleshooting skills with the ability to apply analytical skills in complex environments
• Self-motivated with a proven ability to learn new technologies quickly
• Excellent teamwork and organisational skills
• Ability to handle and resolve high pressure situations
• Excellent Time management skills with the ability to prioritise tasks based on the business impact
• Understanding of Networking concepts(DNS, DHCP, TCP/IP, Routing, Switching, Firewalls)
• Experience administering production environments, including hardware, software, mobile devices

Why you should apply

• Work with an awesome team!
• A highly varied role that will challenge you to think outside the box
• Opportunity to work with multiple technologies and IT Platforms