IT Support Specialist
About the Role..
The IT Support Specialist is a hands-on, customer-focused role responsible for delivering high-quality first- and second-line IT support, to everyone at THE ICONIC
You will be the on-the-ground IT presence for our ICONITEs, supporting a broad range of users, devices, systems and operational technologies. You will diagnose and resolve incidents, fulfil service requests, manage IT assets, maintain accurate support documentation and work closely with internal technology teams and external suppliers.
This role is fully office-based and requires the successful candidate to work from the Fulfilment Centre (Yennora) and/or our Headquarters (Barangaroo) five days per week. This is essential to provide timely, hands-on support for staff, devices, printers, meeting spaces and operational technology.
Key Responsibilities..
Customer Support and Service Delivery
- Deliver professional, responsive and customer-focused IT support to internal business customers
- Act as a visible, approachable and reliable on-site IT support contact for operational and corporate users.
- Receive, log, prioritise, investigate and resolve incidents and service requests through the approved ticketing system.
- Ensure all support activities, troubleshooting steps, customer communications and resolutions are accurately documented.
Technical Support and Troubleshooting
- Diagnose and resolve technical issues across hardware, software, operating systems, applications and user access.
- Provide support for laptops, desktops, mobile devices, peripherals, barcode scanners, printers and audio-visual equipment.
- Install, configure, maintain and replace IT equipment, meeting room technology and collaboration tools.
- Perform basic network troubleshooting, including Wi-Fi, VPN, connectivity and device access issues, escalating where required.
Systems, Asset and Supplier Management
- Maintain accurate records of IT hardware, software and assets, including stock, allocation, returns, replacements and lifecycle activities.
- Support onboarding, offboarding and employee moves by preparing, recovering and updating devices and access.
- Liaise with suppliers and service providers, tracking activities and outcomes to ensure issues are resolved and customers remain informed.
Knowledge Management and Continuous Improvement
- Create, maintain and improve knowledge base articles, standard operating procedures, troubleshooting guides and technical documentation.
- Document known errors, workarounds, solutions and recurring issues to improve first-contact resolution and reduce repeat incidents.
- Identify trends in incidents, service requests and user feedback, escalating opportunities for service improvement.Skills and Experience
Essential Experience and Attributes
- 1–3 years’ experience in an IT support, service desk, desktop support or similar technical support role.
- Experience working with a service desk or ticketing system.
- Strong troubleshooting and problem-solving skills, with the ability to prioritise work in a busy environment.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Willingness to travel between THE ICONIC hub locations (Yennora and Barangaroo).
Technical Experience
- The successful candidate will have experience supporting, or exposure to, a range of end-user technologies and enterprise IT services, including:
- Service desk and IT service management platforms, including Jira and Jira Service Management (JSM).
- Microsoft Windows, Microsoft 365, Google Workspace, Windows Server and Active Directory fundamentals.
- Apple MacOS, iOS, Android, endpoint management and identity/access management platforms such as Okta.
- Hardware, asset management, audio-visual and video conferencing support across laptops, desktops, printers, peripherals and mobile devices.
- Basic networking concepts and troubleshooting, including Wi-Fi, VPN, DNS, DHCP, connectivity and IP addressing.
Desirable Experience
- The following experience is highly regarded and will be considered a strong advantage:
- Microsoft Intune for device management, application deployment and endpoint compliance.
- Jamf Pro administration and support for Apple devices.
- Experience with printing solutions, label printers, handheld devices, scanners or warehouse-related technology.
- Exposure to asset management platforms and hardware lifecycle management.
- Understanding of Microsoft Active Directory, group policies and endpoint configuration.
- Experience working with third-party suppliers and managed service providers.
Life at THE ICONIC..
From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.Here’s what to expect when you join THE ICONIC:
- The learning collective. Get your knowledge fix with our learning days, hackathons & Linkedin Learning
- Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids' first day of school every year
- Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
- Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
- Wellbeing. Access to our Fitness Passport and our company wellbeing programs
- People first. Access to our Employee Assistance Program for you and your family
- Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.
We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: talent.attraction@theiconic.com.au
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