GWA Group is a leading innovator, designer, importer and supplier of sustainable water solutions for bathrooms, kitchens and laundries across residential and commercial spaces. With our iconic brands Caroma and Methven, and operations spanning Australia, New Zealand and the UK, we’re shaping a better, more sustainable future, one solution at a time.
Role Purpose
Provide frontline operational IT support across the office, warehouse & remote team. Ensuring incidents are logged correctly, triaged quickly, resolved where possible, and escalated with high‑quality evidence when required.
The role acts as the first point of ownership for day‑to‑day IT operations with the end users. You will work closely with the Group Technical & Transformation Team in Australia, escalating complex issues and progressively developing backend and systems capability over time.
Key Responsibilities
First Line Incident Management & Triage
- Log and categorise incidents accurately across software, hardware, access, and operational systems and perform initial diagnosis.
- Capture minimum required evidence upfront:
- screenshots and error messages
- timestamps
- affected users
- order / case / transaction IDs
- steps to reproduced
- Maintain accurate and complete records in the service management system.
- Own daily intake triage: classify severity, route incidents correctly, reduce noise by closing duplicates, and ensure adherence to defined ticket resolution SLAs.
- Maintain a weekly “Top Recurring Issues” list to support trend analysis and continuous improvement.
End‑User, Device & Workplace Support
- Provide hands‑on support for:
- desktops, laptops, printers, mobile devices, and peripherals
- login, access, and basic connectivity issues
- Microsoft 365 applications
- Perform device swaps, peripheral replacements, and basic troubleshooting.
- Validate Day‑1 readiness for new starters and post‑deployment checks:
- connectivity and peripherals
- Track repeat device issues and escalate trends.
Business & Operational Systems (First Line)
- Provide first‑line support for Microsoft business systems, including basic Dynamics 365 CE / F&O user issues.
- Capture evidence clearly and escalate confirmed system issues to Application Support.
- Support user issue capture during training and early rollout phases.
- Review and contribute updates to SOPs and knowledge articles in line with approved ways of working.
Third‑Party Vendor, Devices & Connectivity Support
- Work with third‑party vendors to procure end‑user devices, warehouse IT equipment, and networking services within approved budgets.
- Coordinate ordering, delivery, replacement, and returns for laptops, peripherals, printers, and warehouse technology.
- Provide first‑line support and triage for external operational and carrier portals, including
- Capture evidence for vendor escalation, including supplier references, impacted services or users, timestamps, and error messages.
- Track repeat vendor issues and escalate trends to senior IT for resolution.
- Provide high‑quality escalation evidence to avoid churn between teams.
Escalation & Collaboration
Escalate confirmed system or backend issues to:
- Application Support
- Group Technical & Transformation Team (Australia)
- Provide high‑quality escalation evidence to avoid churn between teams.
- Support SLA tracking with third‑party providers and raise breaches where appropriate.
- Participate in knowledge sharing, documentation, and continual improvement initiatives.
Skills and Experience
Essential
- Experience in a 1st / 2nd Line IT Support role.
- ITIL v4 Foundation required.
- Basic exposure to Microsoft Dynamics 365 CE or F&O.
- Strong knowledge of Windows OS, Microsoft 365 applications, Power BI, and endpoint troubleshooting.
- Good understanding of user access management and account provisioning.
- Familiarity with networking fundamentals (DNS, DHCP, VPN, LAN/WAN).
- Experience supporting office relocations or physical workplace setups.
- Excellent communication, documentation, and problem‑solving skills.
- Holds a full UK driving licence with access to a vehicle, enabling daily office attendance and periodic warehouse visits (typically once or twice per week and when required).
Desirable (Training Provided)
- Microsoft 365 administration (Exchange, SharePoint, Teams, Intune).
- Genesys Cloud platform support.
- Softphone configuration and voice systems.
- EDI systems and integration flows.
- PowerShell scripting or automation experience.
- Experience with Azure AD and Microsoft security products.
Personal Attributes
- Curious, proactive, and eager to learn about modern cloud and enterprise technologies.
- Calm under pressure with a customer-focused mindset.
- Able to work independently but collaborate effectively with remote teams.
- Strong attention to detail and documentation habits.
What We Offer
- Structured development plan for enterprise systems including M365, D365, EDI, and Genesys.
- Mentorship from senior architects and transformation specialists.
- Exposure to modern cloud technology and global operations.
- Clear pathway into advanced systems or higher‑tier support roles.
Ready to apply? Great! Just click the apply button to build your career with us! Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. Please note that we are not accepting applications from agencies for this position.
