IT Support Specialist, Rowland Flat

About us

Vinarchy - Redefining wine.

Established in 2025 following the merger of Accolade Wines and Pernod Ricard Winemakers, Vinarchy brings the best of these historic wine businesses into an exciting future, as one, new, exceptional global wine company.

Managing the entire wine supply chain - from grape to glass - Vinarchy produces wine in Australia, New Zealand, Spain, Italy, South Africa, Chile and the United States, with employees in almost every continent around the world.

Vinarchy’s diversified portfolio includes our global pillars Jacob’s Creek, Hardys, and Campo Viejo, alongside growth drivers - Grant Burge Wines, Stoneleigh, Jam Shed, Brancott Estate, Mud House, St Hugo, St Hallett and Petaluma - that are accelerating the category globally.

Croser, Tatachilla, Greasy Fingers, Cupio, Tapabrava, Castillo de Ibiza, J-Harden and Dolly Wines are the future stars driving the industry forward, while Ysios, Church Road and Bay of Fires are fine wine jewels crafted by some of the world’s best winemakers.

Innovative, ambitious and imaginative, Vinarchy challenges the conventions of the industry to lead, shape and grow the future of the wine category.

Role Details

The IT Support Specialist is the first line of support for local and remote users. The role handles issues from incoming calls and emails, creates and manages tickets, and resolves or escalates user requests. It also supports selected server and network activities, executes PC builds and imaging using the Vinarchy Standard Operating Environment (SOE), and completes other duties as assigned.

Your Key Accountabilities

Operational
•    Manage user lifecycle processes, including provisioning, de-provisioning, and permissions across multiple enterprise platforms.
•    Provide Level 1 and Level 2 technical support for desktop environments, including device setup, configuration, and troubleshooting hardware, software, and network issues.
•    Deliver first and second-line support for custom business applications, utilizing diagnostic tools and basic database queries to resolve user issues.
•    Serve as the primary point of contact for incident resolution, escalating complex issues, tracking progress, and ensuring timely communication with stakeholders.
•    Provide front‑line support to end‑users on software and hardware issues in accordance with Vinarchy IT standards.
•    Deliver timely, accurate, and appropriate responses to customer queries; maintain a professional, empathetic attitude at all times.
•    Investigate and resolve application or data issues using appropriate tools and resources; pursue root cause to reduce repeat incidents.
•    Ensure backup and recovery strategies are in place across relevant environments.
•    Assess alternative risks and solutions prior to action, to enable safe and timely resolution.
•    Answer incoming calls and provide technical support; follow through with promised call‑backs and take ownership until resolution.
•    Identify Critical Incidents, follow the Critical Incident Guidelines, and provide regular stakeholder updates through to closure.
•    Test and evaluate new technology; install and configure computer hardware, software, operating systems, networks, and printers.
•    Support other projects and responsibilities as required.

Administrative
•    Log all incidents and requests in the ITSM tool; resolve or escalate within agreed SLAs.
•    Document troubleshooting steps and progress on tasks so that users and support peers can see the current status.
•    Collaborate with customers, peers, and project teams on initiatives and support activities; contribute to continual service improvement.
•    Build and image desktops and laptops using provided tools and the Vinarchy SOE.
•    Documentation and Process Improvement: Maintain and enhance IT knowledge bases and documentation, contributing to continuous improvement of support processes and internal procedures.

Your Knowledge and Skills

•    Proficiency with Microsoft Windows 10 & 11 and Windows Server; confident with desktop build, imaging, and patching practices.
•    Experience supporting environments using Active Directory, Intune, Entra ID / Azure AD, and performing basic network troubleshooting.
•    Exposure to Critical Incident Management processes and stakeholder communication.
•    Strong teamwork ethos - able to lead by example in peer support and knowledge sharing.
•    Clear, confident communication at all levels - able to translate technical detail for non‑technical audiences.
•    Initiative‑led problem solving - willingness to challenge and improve processes.
•    Excellent planning and organisational skills - able to manage multiple priorities under time pressure.
•    Professional, flexible, and accountable - demonstrates enthusiasm and self‑motivation.
•    Ability to analyse information, identify key issues, and contribute to strategic discussions.
•    Commitment to ongoing professional development - proactively seeks relevant learning opportunities.
•    Tertiary qualification in Information Technology or a related discipline desirable but not required.

Physical and Other Requirements

•    Some business travel may be required from time to time
•    Occasional after-hours work may be required to engage with stakeholders and team members across time zones