ICT Support Technician

WHO WE ARE   

Known best as the 'Undisputed King of Trainers', JD Sports reigns supreme as one of the biggest and best global Sports Fashion brands across footwear and apparel. 

Founded in 1981 in Greater Manchester UK, JD Group has achieved remarkable growth through rapid global expansion, now standing as the leading global sports fashion retailer. With over 3,400 stores worldwide, we strive to inspire the emerging generation through a captivating connection to the universal culture of Sport, Music, and Fashion.   

In 2017, JD Sports first launched within the Australian market and has since expanded to 60+ stores. We currently operate in NSW, VIC, QLD, WA, SA & TAS, with plans for continued future growth. Our mission is to offer unparalleled service and style to all our consumers.

Working at JD Sports is a state of mind, an attitude and way of challenging the norm. We do not conform; we create our own path and are elite within our field. And now, we’re seeking talented and passionate individuals to join our team.

THE ROLE

We’re on the hunt for a detail-oriented ICT Support Technician to play a key role in keeping our warehouse and store operations running smoothly. You’ll support critical systems like dotWMS, Swisslog, Autostore, POS, and EFTPOS, whilst troubleshooting hardware, software, and network issues across both environments.

From setting up new stores and managing mobile devices, to maintaining asset records and logging tickets through Jira, you’ll ensure everything tech-related works as it should. You’ll also work closely with the wider IT team to deliver key projects and drive process improvements that make a real impact across your department.

The salary range for this position is between $77,000–$80,000 (excluding superannuation), depending on the candidate’s experience and qualifications.

Reporting into the Chief Information Officer, this role will be responsible for, but not limited to:   

Warehouse Support

• Provide expert support for hardware, software, and Windows O/S issues, focusing on ensuring seamless network connectivity and efficient warehouse operations
• Administer and troubleshoot warehouse applications, with a specific focus on dotWMS, ensuring their optimal performance for daily warehouse activities
• Configure, setup and troubleshoot Autostore ports (pick and put away) for smooth operation of automated warehouse solution by Swisslog
• Proactively identify and resolve network-related issues, ensuring smooth communication across systems and uninterrupted workflow within stores and warehouse environment
• Collaborate closely with the IT Team to maintain a robust, secure, and high-performing network infrastructure, ensuring uninterrupted warehouse operations
• Partner with IT and business teams to deliver and execute technology-related projects, particularly those impacting network stability and dotWMS integration within the warehouse environment
• Manage mobility devices, including mobile scanners and printers, ensuring they are properly integrated into the warehouse network and dotWMS system

Technical Support

• Resolve technical issues related to in-store equipment, including Point of Sale (POS) systems, store computers, footwear ordering equipment, store network (LAN/Wi-Fi), internet, telecommunications, and mobile Apple and Android devices
• Administer and support for in-store applications such as DEPOSIT POS, ISP, EFTPOS, SmartStore, and Microsoft Office 365, ensuring seamless operation and prompt troubleshooting
• Action the Technical setup of new stores, including configuring computers, installing software, setting up LAN/Wi-Fi networks, integrating EFTPOS systems, and configuring Point of Sale (POS) software and footwear ordering systems
• Administer and manage mobile devices within the enterprise using SOTI MobiControl, including enrolling devices through Zero Touch and Apple Business Manager
• Managing IT asset records, maintaining the asset hygiene using SnipeIT
• Managing and licensing the Wi-Fi APs using HPE Aruba Central
• Setup, administer and troubleshoot any issues relating to Ship from Store (SFS)
• Coordinate hardware repairs between vendors and stores, ensuring timely resolution and minimising downtime

IT Services

• Log and manage tickets in Jira Service Management
• Escalate issues to second level support in a timely manner
• Manage parts inventory for IT assets including managing asset registry
• Communicate with stakeholders, both internal and external
• Provide Incident and Problem Management
• Document support Processes to share within team and broader business
• Develop training content for end users including stores
• Identify process and technical improvements for the benefit of the business

WHO YOU ARE

• Minimum 2-3 years’ experience in a similar technical support role
• Previous experience within a Warehouse Environment is essential
• Previous experience in the retail industry is essential, ideally during a period of rapid growth
• Experience troubleshooting hardware, OS and software issues
• Experience with Network configuration and support
• Experience working in a team environment
• Previous experience with Island Pacific Dolfin (ERP) /DPOSIT (POS) or similar is preferred
• Experience \ Accreditation with Microsoft Office365 and Intune is preferred
• Experience with 3CX or similar IP Phone Technology is essential
• Experience with Service Management Solutions, incident management, asset management is preferred

Required Technical skills:

Service Management Processes

• Service Management Software Administration
• Incident and Problem Management
• Ticket prioritisation, logging and resolution

Infrastructure:

• Windows and Mac PC Hardware and Operating Systems
• Peripherals including A4 & Label printers, Barcode Scanners, EFTPOS Machines
• Network hardware; firewall, routers, modems, switches, camera’s, Wi-Fi AP’s
• Store Peripherals; Sign-in Clocks, TV’s, DECT Phones, POS Computers
• Apple and Android mobile devices and tablet setup

Networking and Communications

• LAN\WAN IP4,6 Configuration and Troubleshooting
• Microsoft Teams Rooms

 Support Software

• Jira Service Management
• Microsoft Office 365 Admin
• Microsoft In-Tune Admin

Applications including but not limited to

• Warehouse Management System (dotWMS)
• AutoStore
• Dolfin (ERP)
• DPOSIT(POS)
• SmartStore
• Ship From Store (SFS)
• Shippit

WHAT’S IN IT FOR YOU?

• Monthly culture committee events
• Central CBD location
• Pre-pay day lunches
• Birthday leave
• Competitive Salary
• One month paid parental leave
• Referral bonus scheme
• Training and development to evolve and shape your career 
• Opportunity to progress across all areas of the business including Retail, Support Office and our Distribution Centre 
• Treat yourself with our attractive staff discount! This can also be used for friends and family 
• Access to our Employee Assistance Program & Mental Health champions

We are passionate about connecting with driven and skilled individuals who are invested in their development, so that together we can evolve our brand's success, alongside evolving your career.

JD values diversity and inclusion and champions a culture where everyone feels, valued, included, and celebrated.

What are you waiting for? Apply today and kick start your JD Sports Journey.

Please note, by applying for this role, you consent to us completing a Work Rights check to verify your working rights where required.