Help Desk & IT Support - Panda Tech Pty Ltd T/a OutBack IT

Panda Tech Pty Ltd Trade as OutBack IT

Positions: ICT Support Technician / ICT Support Officer & Retail Supervisor.

Location: 11/22 Essington Ave, Gray Northern Territory 0830

1. ICT Support Technician / ICT Support Officer

Position: Full Time-Permanent

Salary: $67,000 to $80, 000

We are seeking a reliable and customer-focused ICT Support Technician / ICT Support Officer to provide Level 1 and Level 2 technical support to our clients and end users.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices and peripheral equipment.
• Diagnose and resolve hardware faults, including component replacement, upgrades and device configuration.
• Install, configure and troubleshoot Windows operating systems and business applications.
• Set up and configure computers, laptops, printers, monitors and mobile devices for end users.
• Install software, updates, security patches and manage software licensing.
• Configure and troubleshoot Microsoft 365, Outlook, Microsoft Teams, OneDrive and user accounts.
• Assist with password resets, email setup, user account management and network connectivity issues.
• Troubleshoot printers, scanners and other connected peripheral devices.
• Provide remote and onsite technical support and ensure timely resolution of support requests.
• Travel to client premises, including offices and residential homes, to provide onsite IT support and installations as required.
• Install and configure onsite IT equipment, including security cameras, routers and network-connected devices.
• Check antivirus installation and status on client devices and coordinate software updates.
• Provide basic end-user guidance on cybersecurity, including recognising viruses, phishing emails and other common security threats.
• Perform routine system health checks, hardware maintenance and preventive maintenance.
• Assist with IT inventory management, asset tracking, device imaging and deployment of IT equipment.
• Maintain accurate service tickets and document technical issues, troubleshooting steps and resolutions.
• Contribute to and maintain the internal IT knowledge base.
• Escalate complex technical issues to senior engineers and work collaboratively to achieve timely resolution.
• Follow company security policies and IT best practices to protect customer data and IT infrastructure.
• Provide professional and friendly customer service at all times.
• Perform other duties as directed by management.

Skills and Experience

• Previous experience in IT support, ICT support, helpdesk or a similar technical role.
• Strong knowledge of Windows operating systems and computer hardware.
• Experience supporting Microsoft 365, Outlook, Teams and OneDrive.
• Good understanding of basic networking and connectivity troubleshooting.
• Experience with computer, printer, router and peripheral installation and configuration.
• Strong troubleshooting and problem-solving skills.
• Good communication and customer service skills.
• Ability to work independently and as part of a team.
• Ability to explain technical issues clearly to non-technical users.
• Strong attention to detail and good documentation skills.
• A current Australian driver's licence and willingness to travel to client sites is desirable.
• Relevant ICT qualification and/or industry certification is desirable.

Position Requirements

The successful candidate must be customer-focused, reliable, professional and able to manage multiple support requests effectively. The role requires a practical, hands-on approach to IT support and the ability to work both remotely and onsite at client premises.

2. Retail Supervisor

Position: Full Time-Permanent

Salary: $67,000 to $80,000

Retail Supervisor – Duties and Responsibilities

• Oversee the day-to-day operations of the retail store, ensuring that activities are conducted efficiently and in accordance with established business procedures.
• Supervise and coordinate store activities to maintain appropriate standards of customer service, product quality, workplace health and safety, and operational compliance.
• Monitor customer service matters and respond to customer complaints, enquiries and concerns relating to products, quality, specifications and purchases.
• Investigate customer issues and take appropriate corrective action in accordance with company policies, contractual requirements and applicable procedures.
• Monitor developments and changing conditions within the retail market, including customer demand and purchasing trends, and provide relevant observations and reports to the Director.
• Assess returned merchandise, determine the appropriate course of action in accordance with company policies and contractual requirements, and arrange replacement, refund or other resolution where applicable.
• Monitor stock levels and coordinate the replenishment of merchandise to maintain adequate inventory and minimise stock shortages.
• Arrange orders for new and replacement merchandise based on stock requirements, sales activity and anticipated customer demand.
• Organise and maintain product displays, including arranging merchandise and ensuring that sale items are appropriately priced and presented.
• Monitor pricing and promotional displays to ensure that products are clearly labelled and presented accurately to customers.
• Implement and monitor established sales and store procedures to support safe, secure and compliant retail operations.
• Assist in maintaining workplace security and ensuring that store practices comply with relevant health, safety and other applicable legal requirements.
• Coordinate and allocate routine store duties as required to support efficient daily operations and satisfactory customer service.
• Perform other retail operational and supervisory duties reasonably assigned by the employer