IT Support Engineer - Queensland

Why join Harris Farm Markets?

For over 40 years we’ve remained 100% family owned and operated, this means we are agile, innovative and implement ideas rapidly. One of our values of being a Harris Farmer is to "have a crack", "choose your own adventure" and be entrepreneurial like our founder, David Harris.

We’re 30 (and counting) stores across NSW and QLD, and home to almost 3,000 wonderful Harris Farmers all with a common purpose, to reconnect Aussies with the joy of food. Everything we do at Harris Farm Markets is driven by what we believe in and is underpinned by ensuring everything we do is for the Greater Goodness!

The Role

The IT Support Engineer is responsible for being a key driver in the support of our business and retail systems to ensure Harris Farm Markets achieves the desired business goals. Engineers are expected to deliver a superior level of support which includes rotational on-call support as well as some travel, mostly local within the company standards of Harris Farm Markets. 

 Key responsibilities will include;  

• Administration, maintenance and rollout of hardware & software 
• Management of telephones, mobile and other devices 
• Maintain IT Assets and Inventory Management 
• Server backups and recovery 
• Handle IT Support requests and calls adhering to ITIL standards 
• Be part of the rotating roster for after hours support (7 days)
• Continuously expand knowledge of Harris Farm Support best practices, procedures and systems 
• Create, publish and reuse knowledge articles/documentation using the knowledge management portal 
• Prioritize and balance workload, making good use of time to achieve organizational and personal goals 
• Independently learn and expand product, technology and soft skills 
• Use problem solving skills to quickly resolve customer issues and provide assistance to prevent future issues by proactively sharing information/expertise 
• Apply technical knowledge and support process to assess/recreate complex problems, analyse logs to determine root cause and set expectations with customers 
• Escalate high impact and aged customer issues to the appropriate subject matter expert or manager according to Support procedures 
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation 
• Actively participate and contribute to internal projects to improve Harris Farm business 
• Cultivate a growth mindset. Investigate professional development opportunities 
• Adhere to Support Processes and Procedures outlined in Support Engineer Handbook 

Skills Required  

• Preferred appropriate IT Certifications  
• 3-5 Years proven experience in IT Support or a similar role including 1-2 years of Systems Administration experience 
• Excellent relationship management, customer service and communication skills (written and verbal) 
• Excellent problem solving/troubleshooting skills with the ability to apply analytical skills in complex environments 
• Self-motivated with a proven ability to learn new technologies quickly 
• Excellent teamwork and organisational skills 
• Ability to handle and resolve high pressure situations 
• Excellent Time management skills with the ability to prioritise tasks based on the business impact  
• Expertise in core Microsoft Windows Architecture (Windows Server, Desktops, Office365, Active Directory, Azure, etc.,) 
• Understanding of Networking concepts (DNS, DHCP, TCP/IP, Routing, Switching, Firewalls) 
• Experience administering production environments, including hardware, software, mobile devices 

Why you should apply 

• Work with an awesome team! 
• A highly varied role that will challenge you to think outside the box 
• Opportunity to work with multiple technologies and IT Platforms 
• Workplace Flexibility 
• 25% Staff Discount 
• Salary $80,000 plus superannuation
• Full -Time position