The IT Support Specialist is a hands-on, customer-focused role responsible for delivering high-quality first- and second-line IT support to everyone at this fashion ecommerce company.

You will be the on-the-ground IT presence for our team members, supporting a broad range of users, devices, systems and operational technologies. You will diagnose and resolve incidents, fulfil service requests, manage IT assets, maintain accurate support documentation and work closely with internal technology teams and external suppliers.

This role is fully office-based and requires the successful candidate to work from the Fulfilment Centre (Yennora) and/or our Headquarters (Barangaroo) five days per week. This is essential to provide timely, hands-on support for staff, devices, printers, meeting spaces and operational technology.

Key Responsibilities

Customer Support and Service Delivery

- Deliver professional, responsive and customer-focused IT support to internal business customers
- Act as a visible, approachable and reliable on-site IT support contact for operational and corporate users
- Receive, log, prioritise, investigate and resolve incidents and service requests through the approved ticketing system
- Ensure all support activities, troubleshooting steps, customer communications and resolutions are accurately documented

Technical Support and Troubleshooting

- Diagnose and resolve technical issues across hardware, software, operating systems, applications and user access
- Provide support for laptops, desktops, mobile devices, peripherals, barcode scanners, printers and audio-visual equipment
- Install, configure, maintain and replace IT equipment, meeting room technology and collaboration tools




- Perform basic network troubleshooting, including Wi-Fi, VPN, connectivity and device access issues, escalating where required

Systems, Asset and Supplier Management

- Maintain accurate records of IT hardware, software and assets, including stock, allocation, returns, replacements and lifecycle activities
- Support onboarding, offboarding and employee moves by preparing, recovering and updating devices and access
- Liaise with suppliers and service providers, tracking activities and outcomes to ensure issues are resolved and customers remain informed

Knowledge Management and Continuous Improvement

- Create, maintain and improve knowledge base articles, standard operating procedures, troubleshooting guides and technical documentation
- Document known errors, workarounds, solutions and recurring issues to improve first-contact resolution and reduce repeat incidents
- Identify trends in incidents, service requests and user feedback, escalating opportunities for service improvement

Skills and Experience

Essential Experience And Attributes

- 1–3 years' experience in an IT support, service desk, desktop support or similar technical support role
- Experience working with a service desk or ticketing system
- Strong troubleshooting and problem-solving skills,



with the ability to prioritise work in a busy workplace
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
- Willingness to travel between hub locations (Yennora and Barangaroo)

Technical Experience

The successful candidate will have experience supporting, or exposure to, a range of end-user technologies and enterprise IT services, including:

- Service desk and IT service management platforms, including Jira and Jira Service Management (JSM)
- Microsoft Windows, Microsoft 365, Google Workspace, Windows Server and Active Directory fundamentals
- Apple MacOS, iOS, Android, endpoint management and identity/access management platforms such as Okta
- Hardware, asset management, audio-visual and video conferencing support across laptops, desktops, printers, peripherals and mobile devices
- Basic networking concepts and troubleshooting, including Wi-Fi, VPN, DNS, DHCP, connectivity and IP addressing

The following experience is highly regarded and will be considered a strong advantage:

- Microsoft Intune for device management, application deployment and endpoint compliance
- Jamf Pro administration and support for Apple devices
- Experience with printing solutions, label printers, handheld devices, scanners or warehouse-related technology
- Exposure to asset management platforms and hardware lifecycle management
- Understanding of Microsoft Active Directory, group policies and endpoint configuration
- Experience working with third-party suppliers and managed service providers

Life at this fashion ecommerce company<

📌 IT Support Specialist @ Fashion Ecommerce (Sydney)
🏢 Hatch
📍 Sydney