IT Support Specialist  

About the role

We are looking for a dependable IT Support Specialist to be the first point of contact for IT issues across our retail stores, warehouse, and Australian support office. You will resolve day-to-day technology problems, keep retail systems running, and provide hands-on support for our Manila office team.

Strong English communication is not just preferred — it is essential. You will need to explain technical issues clearly to non-technical colleagues, manage expectations remotely, and represent IT with professionalism across time zones. Previous experience supporting offshore or cross-border teams is a strong advantage.

No two days are the same. One moment you may be troubleshooting a POS terminal; the next, configuring a new starter’s laptop or resolving a warehouse printer issue. Strong communication is essential — you will be supporting teams across Australia and the Philippines by phone, chat, and email.

What you will be doing

Remote IT service desk

• Triage and prioritise incoming support requests through the service desk
• Troubleshoot retail technology — Point of Sale systems, EFT Pos terminals, receipt printers, and barcode scanners
• Resolve warehouse tech issues including printers and scanning equipment
• Diagnose and fix general employee IT issues across Windows, Mac, and Android devices
• Manage user provisioning, deprovisioning, and policy management via JumpCloud
  

Manila office support

• Procure, enrol, and configure laptops and mobile devices for Manila-based staff
• Own the IT onboarding and offboarding process for local team members
• Provide friendly, walk-up IT support to office staff

What we are looking for:

• 1 to 3 years of experience in IT support, helpdesk, or desktop support
• Comfortable supporting a mixed device environment — primarily Windows, with some Mac and Android
• Experience with a cloud directory or MDM platform (JumpCloud is a strong advantage; Okta, Azure AD, or similar is fine)
• Familiarity with user provisioning and access management
• Strong written and verbal English communication skills
• Customer-first attitude and ability to remain calm under pressure
  

Desirable but not required

• Experience supporting POS systems or a retail or warehouse environment
• Introductory knowledge of networking (TCP/IP, VLANs, VPN) or IT security

Weekend availability is required. As a 7-day retail business, this role operates on a rotating roster that includes weekends. We will work with you on an arrangement that suits.