IT Support Engineer

  • Location:
  • Salary:
  • Posted:
    3 months ago
  • Category:
  • Deadline:
    August 30, 2020

About us

At Harris Farm Markets, we don’t just respect nature, we’re driven by it. Our prices, our produce, our specials– all determined by nature. It enriches everyone and everything. For over 40 years Harris Farm Markets has remained 100% family owned and operated.

With over 25 + stores across Sydney ,NSW & Queensland and growing and home to over 2,200 wonderful employees all with a common purpose, to reconnect Aussies with the joy of food. It’s this purpose that sees us continue to bring the best that nature has to offer to our customers each day. From sustainable initiatives like Imperfect Picks, to showing love for local farmers and producers through products such as our Farmer Friendly Milk, we believe that all our actions can make a real, positive difference.


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
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 organizational skills
Ability to handle and resolve high-pressure situations
Excellent Time management skills with the ability to prioritize tasks based on the business impact
Expertise in core Microsoft Windows Architecture (Windows Server, Desktops, Office365, Active Directory, Azure, etc.,) and basic understanding of Linux
Understanding of Networking concepts (DNS, DHCP, TCP/IP, Routing, Switching, Firewalls)
Experience administering large-scale 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