Role Requirements

Education and Experience

· High school diploma or equivalent required; bachelor degree or diploma in Computer Science, Information Technology, or a related field preferred.

· 2 to 3 years of experience in an IT technical support role, ideally within an inbound call centre, enterprise help desk, service desk, retail technology support, or managed services workplace.

· Experience supporting retail Supermarkets, branch operations, field users, point-of-sale environments, distribution centres, or high-volume operational teams will be highly regarded.

· Exposure to ITIL incident, request, escalation, SLA, and knowledge management practices is desirable.

Technical Skills

· Proficiency with Windows 10/11 and/or macOS support in an enterprise environment.

· Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, access checks,



and basic group membership support.

· Experience supporting Microsoft 365 applications including Teams, Outlook, OneDrive and SharePoint.

· Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, and store network troubleshooting.

· Experience using enterprise ITSM or ticketing tools such as ServiceNow, Jira, or similar platforms.

· Understanding of retail technology components such as POS, EFTPOS/payment devices, receipt printers, scanners, handhelds, back-office PCs, and store peripherals is preferred.

· Ability to follow SOPs, knowledge articles, runbooks, troubleshooting scripts, and call handling procedures accurately.

📌 Desktop Support Specialist (Melbourne)
🏢 Nityo Infotech
📍 Melbourne