ICT Customer Support Officer

Job Overview

Job Description

Palermo Perfumes

Full - Time ICT Customer Support Officer

137-139 Bakers Rd
Coburg North, 3058, VIC

Salary Range - $85,000 - $90,000 + superannuation
The ICT Customer Support Officer is responsible for providing first-level technical support, hardware and software troubleshooting, user account management, device onboarding/off-boarding, peripheral device support, basic network and connectivity support (including in-store systems such as security cameras, iPads, printers). The role ensures that Palermo Perfumes’ staff across head office and retail stores can work effectively, securely and in compliance with IT policies.

Responsibilities & Duties
• Provide timely first-level technical support to company staff (corporate office and retail stores) for hardware, software, mobile device and network-related issues.
• Respond to user requests via ticketing system, phone, email or remote access tools in a professional and customer-oriented manner.
• Set up and configure new user accounts, email profiles, access permissions and device profiles in accordance with internal IT policies and security standards.
• Install, maintain and troubleshoot operating systems, standard applications, mobile apps and peripheral devices (e.g., desktops, laptops, iPads, printers, scanners, security cameras).
• Assist in managing and tracking company IT equipment (laptops, desktops, mobile devices, point-of-sale tablets, accessories) including deployment, relocation, maintenance and disposal/retirement.
• Diagnose and resolve network connectivity issues, including in-store WiFi, iPad POS terminals, in-store security camera systems and other retail-site network devices.
• Identify more complex or unresolved incidents and escalate to higher-level IT teams or external vendors as necessary, following defined escalation procedures.
• Maintain accurate records/logs of incidents, resolutions, asset movements and device life-cycle in the IT service management/asset management system.
• Support onboarding of new employees (prepare devices, accounts, permissions, email), and off-boarding (deactivate accounts, retrieve devices, ensure data wipe/disposal) in coordination with HR and facilities.
• Provide basic training and guidance to employees on system usage, IT security best practices, and new software or device roll-outs (e.g., mobile device usage, remote working tools, in-store device usage).
• Ensure compliance with corporate IT policies, cybersecurity standards, data protection regulations and industry best practices.
• Contribute to continuous improvement of IT support procedures, documentation (knowledge base articles, how-to guides) and processes, with the aim of improving user experience and efficiency.
• Liaise with retail store managers, operations staff and store-IT contractors/vendors to ensure retail devices (iPads, POS terminals, network cameras) operate reliably and meet business requirements.

Skills & Experience
• At least a Diploma of IT or equivalent
• Minimum of 1 year experience
• Proven experience in a first-level ICT support role (help-desk, desktop/mobile support, hardware/software troubleshooting).
• Familiarity with Windows desktops/laptops, mobile devices (iOS/Android), peripheral hardware (printers, scanners, iPads), and network connectivity (WiFi, LAN).
• Experience with user account setup/configuration, email profiles, access permissions and device provisioning.
• Strong customer-service skills: ability to communicate clearly with non-technical users, manage tickets, prioritise work.
• Good organisational skills: tracking assets, documenting resolutions, maintaining logs.
• Basic understanding of networking (connectivity, WiFi, VPN) and ability to troubleshoot store-based device issues (e.g., iPad POS terminals, security cameras).
• Knowledge of IT security principles (user access control, data protection, device hardening).
• Ability to produce clear documentation (knowledge base articles, support guides).
• Self-motivated, able to work independently and escalate appropriately.

Applications open 5 November 2025 and close 5 December 2025

Please send your CV to