Retail IT Service Desk Pro: POS & Cloud Support

Goodman Fielder; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Oroton is seeking an IT Service Desk Analyst to provide first and second-level technical support across Head Office and Retail outlets. Incidents affecting business-critical systems are resolved within SLAs using ITIL.

You will support NewStore POS, Adyen, Givex, desktops, M365, AD, and device management across a multi-site environment. You will work with stores, operations, and external vendors to ensure uptime, security, and effective service delivery, including store openings, relocations,

Qualifications

• 1-2+ years helpdesk technician experience, ideally within a retail, hospitality or multi-site environment.
• Experience supporting POS and payment systems within a retail environment is highly regarded.
• Experience supporting Windows and Mac operating systems.

Responsibilities

• Provide 1st and 2nd level support to Head Office and Retail users, ensuring timely resolution of issues within SLA using the ITIL framework.
• Log and manage all incidents and service requests through the JIRA ticketing system.
• Support and troubleshoot the NewStore POS platform, Adyen payment terminals, Givex gift card systems, desktops, Microsoft 365, and communication platforms.
• Assist in maintaining server uptime (+99%) across multiple applications.
• Manage onboarding and offboarding processes, including hardware and account setup.
• Administer and monitor the Meraki network and other system monitoring tools.
• Provide support for Active Directory, email, file storage, and office IT systems.
• Maintain and support Windows PCs, Macs, laptops, mobile devices, and endpoint management platforms.
• Ensure system and data security via patch management, antivirus, firewalls, backups, and network tools.
• Troubleshoot applications and assist in creating and maintaining SOE images for deployment.
• Support store technology initiatives including new store openings, relocations, refits, and major trading periods.
• Liaise with external technology partners including Microsoft, telecommunications providers, and retail technology vendors to resolve issues and improve service delivery.

Skills

1-2+ years helpdesk experience

Retail environment experience

POS and payment systems knowledge

Windows and Mac OS expertise

Office 365 experience

Active Directory knowledge

Education

BSc/BA

Tools

Intune

NinjaOne

Jamf

Hyper-V

Job description

Oroton is seeking an IT Service Desk Analyst to provide first and second-level technical support across Head Office and Retail outlets. Incidents affecting business-critical systems are resolved within SLAs using ITIL.

You will support NewStore POS, Adyen, Givex, desktops, M365, AD, and device management across a multi-site environment. You will work with stores, operations, and external vendors to ensure uptime, security, and effective service delivery, including store openings, relocations,