It Support Specialist
Braemac Pty Ltd
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Job summary
ALO is seeking an IT Support Specialist (Videography & Studio Manager) to ensure a seamless technology and media production experience within our Australian office. You will manage IT operations for retail stores and corporate staff, lead a regional team, and support high-visibility store technology deployments as well as multimedia workflows.
The role combines traditional IT support with hands-on studio management, including videography, podcasting, and production setup, with travel across
Qualifications
- Bachelor’s or higher in IT, CS, or related field.
- 5+ years IT support, service desk, or IT ops experience.
- Experience supporting Microsoft 365, Dynamics 365, or ERP systems (Business Central preferred).
Responsibilities
- Field incoming help requests from end users in a courteous manner.
- Document end user information and problem details for issue resolution.
- Prioritize problems, escalate when needed, and ensure timely ticket resolution.
- Install and configure desktops/laptops and office peripherals.
- Support store technology: POS, networking, payment systems, devices.
- Coordinate with cross-functional teams for production readiness and rollout.
Skills
Education
Tools
Job description
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SCOPE
The IT Support Specialist is responsible for delivering advanced technical support across Microsoft 365, Dynamics 365, and Business Central environments. This role operates predominantly at a Tier II level, providing both application support and service desk capabilities, ensuring timely resolution of incidents and service requests.
This position serves as a regional IT resource, supporting end users, coordinating cross-functional issue resolution, and acting as an escalation point for complex application issues. The role also contributes to infrastructure support, knowledge management, process improvement, and continuous service enhancement initiatives.
ACCOUNTABILITIES:
Application Support (~60% of the role)
- Provide Tier II application support for Microsoft 365, Dynamics 365, and Business Central, including troubleshooting, issue resolution, user guidance, and escalation of complex issues.
- Act as the key escalation and coordination point for advanced application defects, working with Tier III teams, developers, IT teams, and business stakeholders to ensure timely resolution and minimal business disruption.
- Support and maintain Microsoft platforms including Microsoft 365, Dynamics 365/Business Central, Entra ID (Azure AD), Exchange Online, Outlook, Teams, SharePoint, OneDrive, Power Platform (Power Apps, Power Automate, Power BI, Copilot Studio), and Microsoft Teams Phone.
Service Desk & End User Support (~20% of the role)
- Serve as the primary IT Service Desk resource for APAC, providing end-user support, resolving incidents and service requests, and assisting Tier I teams with issue resolution.
- Triage and coordinate support requests, escalating to appropriate IT teams as required while ensuring timely resolution and adherence to service level agreements (SLAs).
Infrastructure & Endpoint Support (~10% of the role)
- Manage the full hardware lifecycle, including device provisioning for new hires, asset recovery during offboarding, device upgrades and replacements, end-user support for laptops and mobile devices, onsite IT assistance, and coordination of hardware deployments, rollouts, and decommissioning.
Process Improvement (~10% of the role)
- Identify and implement improvements to IT service delivery and support processes, promoting standardized ITSM practices, operational maturity, and service optimisation.
- Collaborate with Product, Development, and business teams to gather requirements, support system enhancements, improve user experience, identify user training requirements and ensure consistent service delivery and communication.
Additional responsibilities
- Assist with onsite deployments and IT initiatives, occasional travel to support regional operations.
- Perform additional duties as assigned.
EDUCATION & EXPERIENCE
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Minimum of 3–5 years of experience in application support, service desk, or IT operations.
- Experience supporting Microsoft 365, Dynamics 365, or ERP systems (Business Central preferred).
SKILLS & CERTIFICATIONS
- Strong knowledge of Microsoft 365 ecosystem and administration.
- Experience with Dynamics 365 and/or Business Central.
- Familiarity with Microsoft Entra ID (Azure AD) and identity management concepts.
- Experience with Power Platform (Power Apps, Power Automate, Power BI).
- Understanding of ITSM tools and service management practices.
- Knowledge of endpoint and hardware support processes.
- Strong customer service skills, problem solving and collaboration skills.
- Excellent communication skills with ability to communicate with technical and non-technical users.
- Self-starter with strong accountability to ensure issues are resolved.
Applicant must be an Australian Citizen or Permanent Resident to be considered.
Mindful movement. It’s at the core of why we do what we do at ALO—it’s our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That’s the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.
OVERVIEW
ALO is seeking a IT Support Specialist to lead technology operations and service delivery across our retail and corporate footprint in Australia. This role will ensure the highest level of operational support for our ALO retail stores, new store openings, and corporate employees across the market. The ideal candidate is a hands-on technical leader who can manage a team, support high-visibility retail operations, drive new store technology rollouts, and serve as the face of corporate IT support in the region — all while operating with the independence required of a remote regional leader reporting into a U.S.-based organization.
RESPONSIBILITIES
- Manage, mentor, and develop a team of technical support and field service staff across the region.
- Set performance expectations, conduct reviews, and build a service-oriented culture aligned with global standards.
- Serve as the primary regional point of escalation for technology issues affecting retail and corporate operations.
- Provide day-to-day technical support for Alo retail store operations across Australia, including POS systems, in-store networking, payment systems, and store devices.
- Monitor store technology health and proactively resolve issues to minimize downtime and business impact.
- Partner with Loss Prevention/Brand Protection and Retail Operations teams on technology-related incidents.
- Own the technology deployment lifecycle for new store openings in the region — network installation, POS and hardware setup, connectivity testing, and go-live support.
- Coordinate with local vendors, ISPs, and contractors to ensure store technology infrastructure meets company standards and timelines.
- Develop and maintain a repeatable new-store technology playbook tailored to regional regulatory and infrastructure requirements.
- Provide corporate help desk support for employees in the region, covering hardware, software, network access, and collaboration tools.
- Manage local IT asset lifecycle (procurement, deployment, retirement) in coordination with global IT teams.
- Ensure timely ticket resolution and maintain service level standards consistent with global help desk operations.
- Act as the primary operations liaison for Australia while interfacing with U.S.-based Operations teams.
- Support compliance with local regulatory requirements affecting technology operations (e.g., data localization, cross-border data transfer, network/security regulations).
- Collaborate with global Security Engineering, Infrastructure, and Risk & Compliance teams on regional technology initiatives and audits.
- Support vendor management and local contract coordination in partnership with Legal and Procurement.
QUALIFICATIONS
- 5+ years of experience in IT/technical operations management, with direct people management experience.
- Demonstrated experience supporting retail technologies — POS systems, in-store networking, payment terminals, retail hardware/device management.
- Experience supporting or leading new store opening technology deployments.
- Strong corporate help desk / end-user support background (ticketing systems, hardware/software troubleshooting, asset management).
- Fluency in English (written and spoken) required.
- Willingness and ability to travel regularly within Australia and occasional outside the country.
- Strong communication skills and ability to operate independently while coordinating with a U.S.-based leadership team across time zones.
- Experience working within a global retail or apparel brand's technology organization.
- Familiarity with Australian regulatory and compliance considerations affecting IT, including data privacy, cybersecurity, and cross-border data transfer requirements.
- Experience with networking/firewall fundamentals and vendor coordination for connectivity and ISP setup.
- Experience supporting corporate wireless/guest network environments in a retail or office setting.
- Project management experience, particularly around multi-site rollouts.
For CA residents, Job Applicant Privacy Policy HERE .
The IT Support Analysts will help in resolving a variety of technical problems.
Scope:
Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions
Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members
Your Roles and Responsibilities:
Field incoming help requests from end users in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
Networks with senior internal and external personnel in own area of expertise
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Knowledge of basic computer hardware and software
Familiarity with desktop and server operating systems
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Ability to conduct research into a wide range of computing issues as required
Ability to present ideas in a user-friendly manner
Analytical and problem solving abilities
Exceptional customer service orientation
Preferred Qualifications:
Knowledge of various operating systems and databases
Knowledge of various programming languages
Physical Demand & Work Environment:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
IT Support Specialist (Videography & Studio Manager)
About the Role
We are seeking a proactive and tech-savvy IT Support Specialist (Videography & Studio Manager) to ensure a seamless technology and media production experience within our office environment. This role combines traditional IT support responsibilities with hands‑on management of our podcast studio, video production setup, and multimedia workflows.
The ideal candidate is highly organized, technically capable, creative, and comfortable supporting both internal technology operations and content production initiatives. You will work closely with cross‑functional teams to maintain office IT systems, support employees, manage audiovisual equipment, and coordinate high‑quality podcast and video productions.
Key Responsibilities
Videography Responsibilities
- Operate cameras, microphones, lighting, and audiovisual equipment during podcast recordings, interviews, livestreams, webinars, and content shoots.
- Capture high-quality video footage, behind‑the‑scenes content, and promotional materials for digital platforms and social media.
- Assist in planning shot lists, production schedules, and recording workflows.
- Ensure proper framing, lighting, audio quality, and visual consistency during productions.
- Perform basic video editing, audio cleanup, color correction, and formatting using tools such as Adobe Premiere Pro, Final Cut Pro, or DaVinci Resolve.
- Collaborate with marketing and creative teams to produce engaging multimedia content aligned with brand standards.
- Assist with livestream setup and streaming platform management when required.
- Oversee the daily operations, organization, and maintenance of the podcast and multimedia studio.
- Prepare studio environments for podcasts, webinars, interviews, video shoots, and livestream productions.
- Maintain and troubleshoot studio equipment including cameras, microphones, mixers, audio interfaces, teleprompters, lighting systems, and streaming devices.
- Manage studio bookings, recording schedules, equipment availability, and production readiness.
- Organize media storage, backups, production assets, and file management systems.
- Ensure studio cleanliness, cable management, equipment safety, and operational efficiency.
- Monitor equipment performance and recommend upgrades, repairs, or replacements when necessary.
- Maintain a professional and production‑ready environment for internal teams, clients, guests, and executives.
- Support special events, executive recordings, luxury events, and on‑location productions when required.
- Work closely with operations, marketing, creative, and leadership teams on technical and multimedia initiatives.
- Participate in project planning, sprint activities, and operational improvement discussions.
- Identify opportunities to streamline IT operations, studio workflows, and content production processes.
- Provide flexible onsite support and assist with travel‑related production or technical requirements when needed.
- Set up, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, network devices, and office peripherals.
- Manage hardware procurement, deployment, asset tracking, inventory, and lifecycle management.
- Maintain office internet connectivity, Wi‑Fi systems, meeting room technology, and endpoint devices.
- Troubleshoot and resolve technical issues related to Windows, macOS, Google Workspace, Microsoft 365, and office productivity tools.
- Support user account administration, permissions, email configurations, and collaboration platforms.
- Assist with telephony and communication systems including RingCentral and Aircall.
- Maintain documentation, IT procedures, and internal knowledge base resources.
- Coordinate workstation setups, onboarding, and technical support for new employees.
- Provide ongoing user training and support for workplace productivity and communication tools.
- Implement and maintain integrations between business platforms such as Zoho, HubSpot, Calendly, Acuity, Avoma, Fireflies.ai, Zapier, Make.com, and GoHighLevel.
- Assist with API‑based integrations, workflow automations, and process improvements.
- Test and evaluate new software, AI tools, and operational technologies to improve efficiency and scalability.
- Collaborate with offshore IT teams to ensure system consistency, security, and operational alignment.
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Multimedia Arts, Communications, or related field.
- 2+ years of relevant IT support, audiovisual, or studio management experience.
- Strong knowledge of:
- Windows and macOS environments
- Google Workspace and Microsoft 365
- Networking fundamentals and endpoint troubleshooting
- Experience with podcast, livestream, or video production equipment.
- Familiarity with CRM systems, telephony platforms, and workflow automation tools.
- Understanding of integrations, APIs, and automation platforms such as Make.com and Zapier.
- Basic web development skills (HTML/CSS/JavaScript) are a plus.
- Experience with video editing software such as Adobe Premiere Pro, Final Cut Pro, or DaVinci Resolve is preferred.
- Strong organizational, communication, and multitasking abilities.
- Ability to manage both technical support and fast‑paced production environments.
- Experience supporting content creators, podcast teams, or media production environments.
- Familiarity with livestreaming platforms and webinar tools.
- Knowledge of audio engineering, acoustics, or studio lighting principles.
- Certifications such as CompTIA A+, Google Workspace Admin, or Microsoft certifications are advantageous.
- Smooth daily IT operations with minimal downtime.
- Efficient onboarding and technical support for staff.
- High‑quality podcast and video production output.
- Well‑maintained and organized studio environments.
- Reliable integrations and streamlined workflows across business tools and platforms.
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