It Support Officer

Zarraffa’s Coffee is an award-winning business that is proudly 100% Australian owned and operated, with a mission to create a perfect cup of coffee, every time. Pouring specialty coffee in over 70 stores across Queensland, New South Wales, and Western Australia in a mix of drive thru’ s and stores, we offer convenience and accessibility to all coffee-lovers. 

About the role

An exciting full-time opportunity has become available for an enthusiastic individual to join our IT department in the position of IT Support Officer. The successful candidates will be a keen problem solver who thrives in a busy working environment, enjoys working as part of a team and is open to learning new skills.

Key duties

• Providing Level 1/2 remote support via phone, email, and remote access to retail stores.
• Providing Level 1/2 support to our corporate office employees.
• Responding to our client's initial request and resolving issues within a suitable timeframe and escalating when necessary.
• Documenting all support activities, including incidents, solutions, procedures, and processes.
• Enhancing our automation, reporting and overall digital footprint across Zarraffa’s Coffee and associated entities.
• Monitoring system performance and conducting routine maintenance tasks when required. 
• Installing, configuring, and maintaining computer systems, and software applications. 
• Providing excellent customer service and ensuring a positive user experience 
• Out of hours support is required on a rotating roster basis.
• Some travel may be required.

Skills and Attributes of the ideal candidate 

• Knowledge of Microsoft operating environments
• Knowledge of networking, cabling, routing, switching and wireless technologies
• POS and EFTPOS support knowledge advantageous 
• Knowledge of MS office products Office 365
• Knowledge or previous support in Azure environments advantageous
• Knowledge of using remote support tools such as TeamViewer & RDP
• Knowledge of Servers, Virtual Machines, Exchange, and AD
• Strong troubleshooting and problem-solving skills
• Strong written and verbal communication skills
• Vendor Certifications such as Cisco, Microsoft, ITIL, Cybersecurity is considered advantageous

The perks:

• Lots of coffee!
• Opportunities for career development and growth
• A supportive team environment with a family feel 
• Modern facility and workspace