UNIQLO Technology Support Officer, Melbourne

The Role:

In this role you will be providing end-user software and hardware troubleshooting and support, which will generally entail a mix of email queries, walk ups and project-work. You will be working within an IT team, where you will be required to provide support within a Windows, Apple, Active Directory and MS Office 365 environment across stores, warehouse and head office users.

The IT Support Officer will provide an effective and efficient response to incidents and requests spanning a broad physical and technical range and with varying levels of complexity. Through demonstrated client focus, the IT Support Officer will gain the support of key stakeholders and contribute to integrating IT technical solutions within business requirements to achieve UNIQLO Australia’s strategic and organisational objectives.

Key Responsibilities:

• Setup and troubleshooting of peripherals and equipment, iOS devices
• Serve as an IT expert at SSC (Store Support Centre) an ECWH (e-Commerce Warehouse) for employees’ greater productivity
• Assist with UNIQLO Australia Store operations. More specifically:
• Resolve all problems connected with the business applications for the stores, providing support to all users as well as on-site visits if necessary;
• Work with Global Service Delivery teams to resolve IT issues across all UNIQLO Australia locations
• Be the main local point of contact for all IT related issues within the ECWH and provide backup support to stores
• Assist with the roll-out of all infrastructure items across all UNIQLO Australia locations
• Liaising with 3rd party service providers & vendors
• Experience with audio visual and webinar technology & CCTV systems
• Configure, install, and support desktop computers, notebooks, printers, monitors, and other general peripherals
• Provide software support for users’ applications, including support in basic to advanced software operations and general use of computers and peripherals
• Diagnose hardware and software failures, communicate remediation plans to users, and provide status updates
• Responding to queries; troubleshooting and resolving in a timely manner.
• Tracking, prioritisation, and coordination of all the workstation support requests.
• Maintaining a neat and tidy environment.
• Actively reporting to management: progress, problems, and risks.

Key Skills and Qualifications

• Bachelor’s Degree or Diploma in Information Systems, Information Technology, Computer Science, Engineering, or equivalent major.
• Proven experience (3+ years) in an IT help desk or similar role
• Familiarity and experience working with Windows, Mac OS, Windows Server
• Experience within a retail business preferable
• Understanding of POS Application Systems, Inventory Management Systems, Warehouse Management Systems, Network (VPN, router).Experience in supporting desktop users in both Windows and Apple
• Vendor management
• Highly customer focused
• Able to prioritise effectively in a dynamic environment
• Excellent verbal and written communication skills, with the ability to talk to a non-technical audience about technical issues.
• Strong troubleshooting, problem solving, analytical and research skills.
• A collaborative style, able to work with and assist local, interstate teams and external support partners Self -motivated, has initiative and high level of energy.
• Ability to work a flexible schedule that meets the business needs, including evenings and weekends and travel interstate.
• Previous experience with HelpDesk System’s such as ServiceNow advantage

What’s in it for You?

• Opportunity to work in a leading global fashion retailer
• Generous employee discounts and benefits
• Collaborative, engaging workplace culture – combining the best of Japanese and Australian culture