IT Support Officer

Zarraffa's Coffee; Logan City; Remote; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Lots of free Zarraffa's coffee!

Career development opportunities

Job summary

Zarraffa's Coffee is seeking an IT Support professional to provide Level 1/2 remote support across stores and the corporate office in Australia. You will troubleshoot, resolve issues, and document solutions while collaborating with teammates in a dynamic retail environment.

You’ll monitor systems, perform routine maintenance, and install/configure software and hardware. Some travel and after-hours shifts may be required.

Qualifications

• Experience providing Level 1/2 remote IT support via phone, email and remote access.
• Experience supporting corporate offices and retail stores.
• Willingness for out-of-hours support on a rotating roster and occasional travel.

Responsibilities

• Provide Level 1/2 remote IT support via phone, email and remote access.
• Respond to client requests and resolve issues within defined timeframes.
• Document incidents, solutions, procedures and processes.
• Monitor system performance and perform routine maintenance.
• Install, configure and maintain computer systems and software.

Skills

Microsoft OS knowledge

POS/EFTPOS knowledge

MS Office 365

Azure knowledge

Remote support tools

Customer service experience

Tools

TeamViewer

RDP

Job description

Zarraffa’s Coffee is an award-winning business that is proudly 100% Australian owned and operated, with a mission to create a perfect cup of coffee, every time. Pouring specialty coffee in over 80 stores across Queensland, Victoria, South Australia, New South Wales, and Western Australia in a mix of drive thru’ s and stores, we offer convenience and accessibility to all coffee-lovers.

About the role

The successful candidates will be a keen problem solver who thrives in a busy working environment, enjoys working as part of a team and is open to learning new skills.

Providing Level 1/2 remote support via phone, email, and remote access to retail stores.

Providing Level 1/2 support to our corporate office employees.

Responding to our client's initial request and resolving issues within a suitable timeframe and escalating when necessary.

Documenting all support activities, including incidents, solutions, procedures, and processes.

Monitoring system performance and conducting routine maintenance tasks when required.

Installing, configuring, and maintaining computer systems, and software applications.

Out of hours support is required on a rotating roster basis.

Some travel may be required.

Skills and Attributes of the ideal candidate

• Knowledge of Microsoft operating environments
• POS and EFTPOS support knowledge advantageous
• Knowledge of MS office products Office 365
• Knowledge or previous support in Azure environmentsadvantageous
• Knowledge of using remote support tools such as TeamViewer & RDP
• Customer Service experience will be beneficial

The perks:

• Lots of free Zarraffa's coffee!
• Opportunities for career development and growth