Our goal is to be Distinctive, Authentic and Connected in everything we do and to create the Ultimate Customer Experience with everyone we meet! Due to the continuous success and growth of our team, we have a unique and exciting full-time opportunity for a highly passionate, proactive and motivated individual to join our Brighton Support Office team as a Telecommunications Network and Systems Specialist (ICT). Who Are We? Retail Prodigy Group are the master retail franchise partner for NIKE Stores across Australia and New Zealand and the Retail Operations Partner for Samsung Stores across Australia and Direct to Consumer Online Retail Partner for Mattel in Australia and New Zealand. With an extensive portfolio of Retail stores, we are a team of talented and passionate retailers, committed to setting a new benchmark in retail.
The Role: In this role your key purpose will be to provide Ultimate Customer Experience to our in-store and support office team members by leading and managing a team to provide SLA service desk support as well as monitoring, configuring and maintaining our internal telecommunication network and infrastructure systems.
Key Responsibilities: Leadership Responsible for all IT Infrastructure and Telecommunications team projects, solutions and integrations, ensuring they align with business strategies. Plan, design, and oversee business-critical IT, network and telecommunications systems and activities to ensure they deliver substantial commercial advantage. Enable efficient and effective business processes and develop meaningful analytics and insights to the business and senior leadership team. Foster cross-functional relationships and conduct in-depth investigations and analyses of issues and requirements in existing IT systems, applications and telecommunications infrastructure. Develop and lead telecommunication network project proposals to define goals, identify scope, and ascertain the cost of equipment, parts, and services. Work with internal and external partners as the main representative from RPG IT and Telecommunications team. Continually evaluate the effectiveness and performance of all IT Networks, Applications and Telecommunications systems making recommendations to senior leadership team as required. Lead the IT team to support ongoing development and performance within the organisation. Operations Plan, design, and oversee the implementation of Telecommunication, IT network, and Application based connectivity solutions for various store formats across Australian and NZ locations, including office-based setups, flagship stores, and pop-up locations. Analyse and propose service/incident remediation for network and telecommunications systems, assisting the service help desk and other teams with troubleshooting to identify root causes and provide technical support. Monitor IT and network systems to assess the need for updates, upgrades, enhancements, preventive maintenance, and new implementations. Determine appropriate configurations of systems, applications and telecommunications networks to ensure an average of 95% SLA performance. Maintain and oversee Telecommunications, Network IT infrastructure and Applications, including but not limited to laptops, desktops, servers, routers, switches, firewalls, IP phones, and network systems (internet, intranet, LANs, WANs). Document network inventory and maintaining logs of diagnoses, faults, resolutions, repairs and emergencies. Design, implement, and support telecommunications and network infrastructure within the organisation. On-call service and store support as required, including visitation to stores. To be successful in this role we require: Bachelor's degree in Telecommunications and Network Engineering, Electronics & Communication Engineering, or a related discipline is essential. Demonstrated experience in network design and architecture implementation for various retail formats, including office setups, pop-up locations, and retail stores. Strong interpersonal and project management experience, with a track record of coordinating with vendors and internal teams to ensure successful IT and network systems deployments and integrations. Must have a minimum of 3 years' experience in IT Support and Customer service-based role, ideally within a fast-paced retail environment. Previous Pronto software experience required. Experience with telecommunications and networking protocols such as FTP, BGP, SSL and Telnet highly advantageous. Ability to identify IT improvement opportunities and suggest systems hardware and software advancement. Comprehensive communication skills: across multiple levels and functions, both internally and externally and the ability to translate and articulate technical details into basic terminology. Ability to manage multiple tasks on a day-to-day basis and prioritise workload accordingly. Works collaboratively as a team player and leading a team. Ability to drive, have access to a car and hold an Australian license. On-Call Support. What's in it for you? WFH/WFO hybrid working model – requirement is to work in the Brighton Support Office 4 days each week. Thursday can be a work from home day. Birthday leave - a paid day off to celebrate. Recognition of performance and contribution with Monthly MVP awards - access to MVP vouchers to purchase store products! Ongoing Training & Development to support your growth in the business and your career. Opportunity to attend RPG's Annual Conference for Store Managers and our Support team. An opportunity to work with a team and business that has very well-defined Purpose, Blueprint and Values. Access to THRIVE our Workplace Wellbeing and Mental Health program, including a range of holistic wellbeing and EAP support services. Paid Bonuses for referring Top Talent to the RPG business. We CARE, we COACH, we have ENERGY, we are ACCOUNTABLE and we INNOVATE! For more opportunities within our stores visit:
http://careers.rpgcareers.com.au Residency Note: To be eligible to apply for this role, you must be an Australian or NZ citizen or have an appropriate visa to apply.
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