AddressABOUT US
Since 1992, RATIONALE has delivered Luminous Skin for Life with a luxurious suite of formulations and treatment experiences that enlighten and transform.
From our world-leading research laboratory at RATIONALE HQ in Kyneton VIC, we remain compelled to develop superlative formulations which offer unparalleled environmental skin protection and repair, restoring natural beauty and radiance.
THE POSITION
As RATIONALE’s IT Support, you will provide in-depth technical support to our Retail Flagships, HQ Teams and Medical Agents.
You will trouble shoot escalated IT issues through diagnostic techniques and pertinent questions, and you will determine the best solution based on the issue and details provided.
You will take the lead in resolving break/fix and configuration issues, software installations and hardware repair. You will ensure a high level of customer service is brought to each interaction, and you proactively reflect the RATIONALE values as you carry out your tasks.
This role will also see you supporting with wider IT projects that impact the IT Service Desk function.
KEY RESPONSIBILITIES
- Provide companywide technical support and troubleshooting to resolve issues across Head Office, Retail Flagships and Medical Agents
- Manage the life-cycle of a help desk incident
- Manage the ticket inbox and ensure appropriate allocation of tickets across the IT Support Team (closing and re-assigning jobs)
- Record events, problems and resolution when closing each ticket
- Follow-up and update ticket status and information
- Ensure systems are up to date and secure
- Monitor and maintain computer systems and networks
- Monitor available tools for issues (network, server…)
- Install and configure computer hardware, software, systems, networks, printers
- Manage mobile device setup, issue, and monitoring
- Resolving break/fix and configuration issues, software installations and hardware repair
- Delegate of support jobs to third parties as required, and follow up to ensure completion
- Develop a deep understanding of our business processes and IT systems
- Evaluate the functionality and suitability of new software and hardware and put forward recommendations on new software and hardware systems
QUALIFICATIONS + EXPERIENCE
- Relevant qualification in Information Technology / Computer Science
- Previous experience in a similar IT Support Desk position
- Experience with Microsoft technology, including SQL Server and Azure
- Experience working within a Mac environment
- Strong knowledge of networking, including IP addressing, firewalls, Remote Desktop
- Professional presented with excellent written and verbal communication skills – able to simplify and explain technical topics to wide audience range
- Strong analytical and problem-solving skills
- High attention to detail
ON OFFER TO YOU
At RATIONALE, we believe that our ability to deliver luminous skin for life is ultimately due to the exceptional employees we have working for us. Our employees are at the heart of every decision we make. We commit to providing personal and professional development through incredible training, health and wellbeing initiatives and a focus on career progression. We love to reward and recognise each employee’s contributions through competitive salary packages and value awards. You will also receive an annual RATIONALE product allowance and bi-monthly treatments.
If this role sounds like you, apply now as we would love to hear from you!
