We have an exciting Full-Time opportunity to join our support team in the role of ICT Support Specialist - Level 1 at our Brighton Support Office, VIC.

WHO WE ARE – JOIN RETAILORS AND SHAPE THE FUTURE OF RETAIL

At Retailors, we don’t just sell products—we create unparalleled experiences and push the boundaries of sport, tech and lifestyle retail. As a leading Nike, Samsung and Mattel partner in Australia and New Zealand, we operate an expanding global network of premium retail stores, delivering best-in-class consumer experiences across multiple regions.
Our goal is simple: to empower team and inspire consumers through innovative retail concepts and a relentless passion for retail. From our stores to our Support Office, we cultivate a high-energy, results-driven culture where leadership, teamwork, and excellence that defines our success.

KEY RESPONSIBILITIES

Service (Support)

• Monitoring and responding to active/stale tickets
• Maintain an average of 95% + SLA for I.T Department
• On-Call service (Rostered, every 2 – 3 weeks)
• Maintaining VOIP, VPN, User Account / Hardware Provisioning
• Maintaining Point of Sale, App Procurement and Deployment
• Analyse and proposal service/incident remediation from Service Desk data
• Monthly Service Reports with Departmental follow ups on Service

Operations (Reactive and Proactive tasks)

• Technician prioritisation for daily, weekly, and monthly
• Contribution and leading weekly ticket WIPs (Work-in-progress)
• Cross functional relationship and I.T investigations
• Managing Personal ICT Planner tasks and aligning with ICT Business Strategy
• Support Business with store openings/closures and refurbishments
• Using technical awareness to build efficiencies and innovation from daily support tasks.

Asset Management (Hardware / Apps)

• Building and Maintenance of Asset management spreadsheets/platforms
• Managing and assisting in software/hardware renewals
• Managing equipment lifecycle plans and orchestrate business solutions from trends of hardware failures
• Build Sound knowledge of Hardware Specifications to Allocate Right Hardware for End User

TO BE SUCCESSFUL IN THIS ROLE WE REQUIRE:

• Preferably 6-12 months experience in IT Support and Customer service
• Some experience with ERP support and application support
• Administration experience of Office 365
• Strong task planning, prioritisation skills and time management
• Very clear communication skills (ability to bridge non-technical with technical users)
• Ability to identify system process improvements and root cause discoveries
• Analytical abilities – dashboarding and reporting
• Ability to handle critical/stressful situation
• Ability to challenge the status quo
• Works collaboratively as a team player and lead the team
• Experience with User and Hardware provisioning
• Ability to present reports and statistics to large audiences
• Ability to drive, have access to a car and hold an Australian license
• On-Call Support will be required
  We CARE, we COACH, we have ENERGY, we are ACCOUNTABLE and we INNOVATE!
  For more opportunities within our stores visit:
  http://careers.rpgcareers.com.au
  Residency Note: To be eligible to apply for this role, you must be an Australian or NZ citizen or have an appropriate visa to apply.