Overview
Our IT Support Engineer is the backbone of our day-to-day technology operations at Adore Beauty.
The Role
As our IT Support Engineer, you will be the backbone of our day-to-day technology operations. You will deliver top tier L1/L2 helpdesk support while leading the end-to-end IT setup for exciting new retail store openings (think POS systems, networks, and AV).
Key Responsibilities:
* L1/L2 Support & Helpdesk: Respond to, resolve, and manage incoming support tickets within agreed SLAs. You will ensure a flawless tech and onboarding experience for all Adore team members.
* Retail Store Openings: Lead the physical and digital IT setup for new store locations. This includes installing and configuring POS systems (ConnectPOS), payment terminals, receipt printers, and network infrastructure.
* Networking & Infrastructure: Configure and maintain switches, routers, firewalls, and WAPs (Cisco, Meraki, Ubiquiti) to keep our corporate, distribution centre, and retail sites securely connected.
* Device & Platform Management: Manage our device fleet using JumpCloud MDM. Support our SaaS and identity platforms (Google Workspace & Microsoft 365).
* Cyber Security: Assist in security patching, vulnerability management, and maintaining strict PCI-DSS compliance across our retail payment environments.
* Project Delivery: Act as the technical Subject Matter Expert (SME) on cross-departmental technology projects, keeping stakeholders informed and trained.
What You'll Bring
You are a natural problem solver who can easily translate complex technical concepts to a non-technical audience. You have a customer-first mindset and thrive when managing competing priorities.
Qualifications & Experience:
* Education: Tertiary qualifications in a technology discipline.
* Experience: 3+ years in a similar technology support role spanning corporate and retail technologies. Omnichannel or retail environment experience is highly desirable.
* SaaS & MDM Tools: Hands-on experience with ITSM platforms (Jira, ServiceNow, Zendesk) and MDM tools (JumpCloud is a massive plus, Intune, or JAMF).
* Identity Platforms: Strong familiarity with Google Workspace (highly desirable) and Microsoft 365/Azure AD.
* Retail Tech & Networking: Familiarity with POS software (ConnectPOS preferred), payment terminals, and networking fundamentals (TCP/IP, DNS, VLANs, Wi-Fi deployment).
* Bonus Points: Experience with Microsoft SQL queries or warehouse/logistics technology.
Additional Requirements
* A willingness to travel to interstate retail store locations for new openings and support.
* Availability for occasional planned out-of-hours work and weekend on-call rosters.
Why Work With Us?
At Adore Beauty, our culture is built on four core values that guide everything we do:
* A positive approach
* Doing the right thing
* Always growing
* Working for each other
We recognise that flexibility matters, and while this role is primarily office-based out of our Southbank headquarters, a flexible hybrid arrangement is available for the right candidate.
In addition to this you will enjoy additional benefits such as Wellbeing Leave, Birthday Leave and a 40% product discount.
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