As an IT Support Officer, you will provide day-to-day IT support across our Head Office, warehouse and retail store network. This role is suited to someone with solid foundational IT support experience who is looking to grow their skills across Microsoft 365, device management, networking, POS systems and multi-site retail support.

Based at Head Office, you’ll support users remotely and onsite, assist with device setup and rollouts, troubleshoot hardware, software, networking, POS and peripheral issues, and help keep stores, warehouse operations and head office users running smoothly. More complex issues will be escalated to senior IT team members or external providers where required.

Key Responsibilities

• Provide IT support to Head Office, warehouse and retail store users

• Troubleshoot hardware, software, networking, POS, printer, scanner and mobile device issues

• Support Microsoft 365 services including Exchange Online, Teams, OneDrive and SharePoint

• Assist with device management and support through Microsoft Intune

• Support UniFi networking infrastructure and 3CX phone systems, with guidance where required

• Configure and deploy desktops, laptops, tablets, mobile phones, POS devices and peripherals

• Assist with new store openings, relocations, refurbishments and hardware rollouts

• Maintain accurate IT documentation, asset records and support procedures

• Liaise with vendors and external providers where required

• Escalate complex technical issues when needed

• Attend the nearby warehouse as required for onsite IT support

• Participate in a rotating weekend on-call support roster

Skills & Experience

• Experience in an IT support, service desk, desktop support or similar technical support role

• Strong troubleshooting and problem-solving skills across end-user devices, applications and common IT issues

• Good understanding of Windows desktop and laptop support

• Experience supporting Microsoft 365 environments, including Outlook, Teams, OneDrive and SharePoint

• Familiarity with Exchange Online, user accounts, mailboxes, groups and permissions

• Exposure to Microsoft Intune or other endpoint/device management tools

• Experience supporting mobile devices, printers, scanners, POS systems and peripherals

• Basic understanding of networking fundamentals including LAN, Wi-Fi, DNS, DHCP, VPN and internet connectivity

• Ability to install, configure and troubleshoot computers, POS equipment, networking hardware and mobile devices

• Experience supporting users in a multi-site, retail or warehouse environment would be highly regarded

• Exposure to UniFi, 3CX, RMM tools such as NinjaOne, ticketing systems or asset management tools would be beneficial

• Excellent communication and customer service skills with the ability to support non-technical users

• Strong organisational skills with the ability to prioritise tasks in a fast-paced environment

• Ability to work independently while knowing when to escalate

• Willingness to provide onsite warehouse support and participate in a rotating weekend on-call roster

About You

You’re practical, organised and calm under pressure. You enjoy solving problems, helping users and learning new technologies. You’ll be confident communicating with both technical and non-technical users and comfortable supporting a broad range of devices and systems across multiple business locations.