ICT Customer Support Officer Wanted
- Provide technical support to employees at Palermo''s Melbourne office and remotely to other users.
- Diagnose and resolve hardware, software, and connectivity issues.
- Install, configure, and maintain computer systems and applications.
About Palermo Perfumes
Palermo Perfumes is a rapidly growing Australian fragrance business specialising in high-quality designer-inspired perfumes. Our operations include a Melbourne head office and production facility, a national retail network of more than 70 locations, a growing e-commerce business and distribution operations supporting stores throughout Australia.
As Palermo’s production, retail and online operations continue to expand, we are seeking an experienced ICT Customer Support Officer to provide reliable technical support from our Coburg North head office and production facility.
About the Role
This is a permanent, full-time position based at Palermo Perfumes’ head office and production facility in Coburg North.
The ICT Customer Support Officer is a frontline problem-solver for technical issues within an organisation. The role provides day-to-day technical assistance to employees in Palermo’s Melbourne office (main office). The position will also respond remotely to ad hoc ICT support requests from authorised users across the broader business.
The role will support the deployment, operation and maintenance of computer hardware, operating systems, software applications, user accounts, peripheral equipment and business technology. This includes investigating software faults, resolving login and access problems, supporting computers and point-of-sale equipment, and helping employees use Palermo’s systems effectively.
The successful candidate will diagnose technical problems, run standard tests, determine appropriate hardware and software solutions, and coordinate the setup, replacement or approved acquisition of ICT equipment when required.
Key Responsibilities
- Respond to ICT support requests from employees at Palermo’s Melbourne head office and production facility, while providing remote ad hoc support to authorised users across the wider business.
- Diagnose and resolve computer hardware, software, business application, user access and connectivity problems.
- Monitor computer systems and supported applications, run standard diagnostic tests and investigate software performance issues.
- Install, configure, update and maintain operating systems, approved software, computers and peripheral equipment.
- Create, update and deactivate user accounts, and assist with usernames, passwords and access permissions in accordance with authorised procedures.
- Provide technical support and user guidance for Palermo’s business systems, including Katana, Shopify and other approved production, inventory, retail and e-commerce applications.
- Determine hardware and software requirements, recommend suitable ICT equipment, and coordinate its approved acquisition, configuration and deployment.
- Troubleshoot, repair or arrange the replacement of faulty peripherals, including printers, scanners, monitors, point-of-sale terminals and networking devices.
- Test new equipment and software, identify recurring technical issues and recommend practical improvements to system reliability and efficiency.
- Document support requests, diagnostic work and resolutions, maintain user guides, and liaise with vendors or external service providers when specialised assistance is required.
Skills and Experience
Applicants should have:
- A Diploma, Advanced Diploma, Associate Degree or higher qualification in Information Technology or a related field.
- At least one year of relevant full-time experience in ICT user support, help-desk support or systems support.
- Experience diagnosing and resolving hardware, software, application, connectivity and peripheral equipment problems.
- Practical knowledge of computer systems, operating systems, user accounts, access permissions, printers and point-of-sale equipment.
- Experience installing and configuring computers, approved software and peripheral equipment.
- Strong problem-solving, communication and organisational skills.
- The ability to provide clear onsite and remote technical assistance and work independently while based at Palermo’s Coburg North facility.
Experience with Katana, Shopify, inventory management, production, retail or e-commerce systems will be highly regarded.
What We Offer
- A permanent, full-time position based at our Melbourne head office and production facility.
- A varied ICT support role within a rapidly expanding Australian business.
- Exposure to technology supporting production, inventory, retail and e-commerce operations.
- Opportunities to help deploy new systems and equipment as the business grows.
- A collaborative working environment with direct engagement across Palermo’s operational teams.
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