Essense of Australia

Information Technology Support Technician

Job Locations AU-Perth
Information Technology




Essense Designs is an international bridal wholesaler with one of its key offices based in Osborne Park, Perth.  Our growing organization also operates in the USA, United Kingdom, Europe, Canada, and New Zealand. We have been a global leader in bridal fashion for over 19 years and our designs are currently sold in over 1,500 stores worldwide. With innovative designs and a strong customer service approach, Essense Designs is a dynamic and rapidly-expanding company that rewards excellence, drive, and collaboration.

The Role:

An exciting career opportunity has arisen for a service-oriented Information Technology Support Technician with an agile and solution-focused approach to join the Essense team. The successful candidate will pair their spark, charm and empathy with a responsive and professional demeanor to offer exceptional customer service to staff within the business. The position reports to the Director Business Systems daily and the Senior IT Manager in the United States (functionally) and is part of the team responsible for providing outstanding technical support to the business. 

Our ideal candidate will have hands-on help desk or technical user support experience as well as being a team player with a sense of fun.  We are looking for someone with a solution-focused approach and the ability to creatively handle both basic and complex user issues.  We want someone with the ability to demonstrate sound judgment, use resources wisely, and know when to ask for advice or escalate matters to more senior team members. Our ideal candidate will understand that their priority is to get their colleague up and running quickly.  Most importantly, individuals in this role must have a strong sense of customer orientation, be driven to attain positive results, and have a team-centered mentality.


 What We Expect: 

  • With a friendly and professional approach, diagnose and resolve first and second-tier problem calls. Research, install, troubleshoot, configure and test computer hardware, software and peripheral equipment.  When an issue cannot be resolved immediately, must apply creativity to identify alternatives and workarounds to enable users to continue working until a more permanent solution is found.
  • Provide direct, end-user support for employees. This includes answering phones, responding to help desk tickets, instant messages, video chats and performing both local and remote assistance in support of desktops/laptops/tablets, Microsoft Office products, LAN/WAN/Wi-Fi networking, and PBX/VOIP. 
  • Maintain a flexible, professional manner at all times and work closely and efficiently with fellow team members to provide the best solutions to meet the technology needs of our staff.
  • Obtain accurate and complete information from end-users to identify their needs and problems to develop responses and solutions.
  • Ensure up-to-date documentation of the local infrastructure is maintained and recorded.
  • Perform regular systems administration and maintenance; including Active Directory review/clean-up, systems patching, backup administration.
  • Effectively manage time and resources to ensure that work is completed efficiently.
  • Perform various IT tasks and projects including desktop refresh, hardware and software inventory, network monitoring etc. Maintain accurate inventory and asset assignment documentation.
  • Ensure conference room equipment, (shared computers, TV’s, cabling, phones) are in order and tested regularly.
  • Support emerging and evolving technologies (desktops, laptops, smartphones, tablets and other devices). 
  • Assist in the training of new employees and provide ongoing “at-desk” training and support when needed with our staff.
  • Embrace continuous learning by actively participating in training activities as provided.
  • Exercise the highest level of confidentiality and ethical standards.


What We Are Looking For:

  • Bachelor’s Degree in Information Technology or similar field is desirable. Equivalent work experience will be considered. 
  • Minimum 2 years of progressive responsibility within a Help Desk/Technical Service Desk position.
  • Helpful, enthusiastic and friendly demeanor with demonstrated ability to assist users with a variety of technical support needs in a patient and positive manner.
  • Strong customer service orientation and service skills with an emphasis on internal customer satisfaction. Must understand the impact of service quality on customer satisfaction.
  • Demonstrated ability to clearly communicate thoughts and ideas to others in a professional and effective manner, both verbally and in writing, using a variety of communication mediums.
  • Demonstrated ability to effectively operate in a dynamic multi-tasking environment.
  • Experience with Mac OS, IP/PBX/VOIP equipment, LAN equipment, Freshservice ticketing system will be highly regarded.
  • Familiarity with the following technical requirements:
    • Windows operating systems
    • Windows Server
    • Microsoft Office applications
    • Peripheral network devices
    • iOS/Android mobile devices

What We Offer           


We look forward to welcoming the successful candidate to our fast-growing global team! In return for your skills, we offer you the opportunity to join an international industry leader and be part of a creative and collaborative culture that empowers its people, promotes teamwork and embraces sustainability. We recognise and reward excellence, innovation, and loyalty. Our goal is to offer an inspirational and modern workplace that allows for talented individuals to thrive. As such, we provide competitive salaries and ample opportunity for exceptional team members to grow with us as we continue to expand.


If you have the skills, spark and drive to help us further our growth, please go to and follow the prompts to submit a cover letter, resume, and online application.  Please note:  We believe cover letters are important to help us understand why you are interested in this position and your unique story and qualifications.  If you really want to work with us, then please take this into consideration when submitting your materials.  



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