Overview
We are an ASX-listed leader in motorbike retail and wholesale, operating across 50 retail outlets and 5 distribution warehouses nationally. With a strong reputation for innovation and customer service, we are investing in our technology, digital and data capabilities to support our continued growth and leadership in the Australian and New Zealand Markets.
Role Purpose
The IT Support Officer is responsible for providing technical support to users at MotorCycle Holdings, and maintaining hardware and software systems across the group. The IT Support officer is a first point of contact for all IT incidents.
Key Responsibilities
- Provide Level 1 and 2 technical support for end-users via phone, chat, remote access tools, and in-person channels.
- Troubleshoot and maintain MotorCycle Holdings various systems including Point of Sale (POS) and Inventory systems, ensuring minimal downtime and optimal performance.
- Assist in the deployment, configuration, and maintenance of hardware and software systems.
- Monitor system performance and proactively identify potential issues.
- Collaborate with vendors and third-party providers for system upgrades and issue resolution.
- Maintain accurate documentation of support requests, resolutions, and system configurations.
- Participate in IT projects including system upgrades, migrations, and rollouts as required.
- Ensure compliance with IT policies, procedures, and security standards.
- Provide training and guidance to users on system usage and best practices.
- Engage in and contribute to continuous improvement processes.
Qualifications & Experience
- TAFE Diploma or higher in Information Technology or a related field.
- Class C Driver’s License
- Minimum 2–3 years of experience in an IT support role, preferably in a retail or wholesale environment, at a national level
- Proven experience supporting and troubleshooting POS and Inventory Management Systems.
- Demonstrated problem solving skills.
- Strong knowledge of Windows, Microsoft 365, networking fundamentals, and remote support tools.
- Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk, or similar).
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced environment.
Desired Behaviors
- Service excellence in addressing the needs of the business
- Proactive management of service requests
- Ability to work in a small team workplace, providing assistance to other Support Officers as needed.
- Experience working with EFTPOS terminals
- Basic scripting or automation skills (PowerShell, Bash).
- Understanding of cybersecurity principles and data protection and best practice.
Top line measures of success
- Average resolution of Help Desk tickets within 2 days
- Service satisfaction of 80% or greater
- Contribute to system uptime targets as set by the group
If you think this is the opportunity you have been looking for, apply now and join us at MotorCycle Holdings!
Please apply via Seek
Note
What can I earn as an IT Support Officer
#J-18808-Ljbffr
📌 IT Support Officer
🏢 Motorcycle Holdings
📍 Sydney