Full-time Permanent Associate

Posted 25 Sep 2026

Description

Our Brand

Established in 1938, Oroton has evolved over the decades to be a contemporary lifestyle brand, synonymous with craftsmanship, accessible luxury and a unique Australian sense of beauty. We are inspired by our purpose of creating accessible up-to-date luxury for real life and sharing it with the world.

The Role

As an IT Service Desk Analyst , you will provide first and second-level technical support across Head Office and Retail outlets, ensuring incidents affecting business-critical and revenue-generating systems are resolved within defined SLAs using the ITIL framework. This role supports a broad range of retail and corporate technologies including the NewStore POS platform, Adyen payment terminals, Givex gift card systems , desktops, Microsoft 365, Active Directory, device management platforms and server infrastructure. You'll play a key role in maintaining system uptime, supporting store operations, strengthening security, and ensuring a seamless technology experience across the business. Strong collaboration with internal stakeholders, stores and external vendors is essential to enhancing service delivery and supporting Oroton's technology goals.

Key responsibilities include:

- Provide 1st and 2nd level support to Head Office and Retail users, ensuring timely resolution of issues within SLA using the ITIL framework.
- Log and manage all incidents and service requests through the JIRA ticketing system.
- Support and troubleshoot the NewStore POS platform, Adyen payment terminals, Givex gift card systems, desktops, Microsoft 365, and communication platforms.
- Assist in maintaining server uptime (+99%) across multiple applications.




- Manage onboarding and offboarding processes, including hardware and account setup.
- Administer and monitor the Meraki network and other system monitoring tools.
- Provide support for Active Directory, email, file storage, and office IT systems.
- Maintain and support Windows PCs, Macs, laptops, mobile devices, and endpoint management platforms.
- Ensure system and data security via patch management, antivirus, firewalls, backups, and network tools.
- Troubleshoot applications and assist in creating and maintaining SOE images for deployment.
- Support store technology initiatives including new store openings, relocations, refits, and major trading periods.
- Liaise with external technology partners including Microsoft, telecommunications providers, and retail technology vendors to resolve issues and improve service delivery.

Our ideal candidate will have:

The ideal candidate for this role will have a passion for achieving results and a strong desire to empower others to reach their goals through the effective use of technology.

- 1-2+ years helpdesk technician experience, ideally within a retail, hospitality or multi-site environment.
- Experience supporting POS and payment systems within a retail environment is highly regarded.
- Experience supporting or exposure to NewStore, Adyen and/or Givex platforms will be highly regarded




- Experience supporting Windows and Mac operating systems.
- Experience administering Windows Servers and Hyper-V.
- Experience in Office 365 and MS Office applications.
- Exposure to Active Directory and LAN networks.
- Exposure to device management platforms such as Microsoft Intune, NinjaOne or Jamf is highly regarded
- Tech savvy with knowledge of the workings of desktop computers and their connectivity.
- Windows desktop SOE build and Mac desktop experience.
- Ability to autonomously triage, resolve 1st level faults and escalations.
- Excellent communication skills, professional, enthusiastic and can-do attitude.
- Understanding of cybersecurity best practices and system security principles.
- Understanding of retail trading environments and the importance of maintaining system uptime during peak trading periods is advantageous.
- BSc/BA in IT, Computer Science or relevant field.
- Availability and flexibility to be scheduled for on-call rosters and after-hours escalations.

Benefits and Culture

In joining Oroton, you will be joining a group of talented, fun and supportive individuals who are all committed to their craft and to the enduring success of this Australian iconic brand.

- Adaptable working options for a hybrid approach to work
- Learning & development opportunities, with internal promotions a priority
- Generous product discounts and lifestyle benefits (fitness membership discounts, salary packaging options + more!)
- Access to our Employee Assistance Program and well-being initiatives

Only applicants with working rights in Australia will be considered for this opportunity.

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