About Jim’s Group
Jim’s Group is Australia’s largest franchising company, supporting more than 5,500 franchisees across the country. Our Mooroolbark headquarters is the operational centre of the business and houses the IT team responsible for keeping franchisees and head office staff connected and productive.
About the role
This is a genuine entry-level position for someone looking to start a career in IT. You will be the first point of contact for franchisees and staff when they need help with their technology, working alongside experienced analysts who will train you, mentor you, and grow your technical skills on the job.
The role suits someone with customer service experience, a real interest in technology, and a manageable daily commute to our Mooroolbark office. No two days are the same and you will be exposed to a wide range of issues across hardware, software, networks and Microsoft 365.
Key responsibilities
- Act as the first point of contact for franchisees and staff via phone, email, and in person.
- Log, triage, and work through support tickets with guidance from senior team members.
- Assist with everyday issues including password resets, account setups, printer problems, and connectivity issues.
- Learn to set up and manage user accounts in Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
- Set up laptops, monitors, and peripherals for new starters and existing staff.
- Escalate complex issues to senior analysts and learn from how they are resolved.
- Keep accurate notes and documentation in the IT service management system.
What we are looking for
- Some customer-facing experience in retail, hospitality, or a similar environment, with the ability to stay composed under pressure and look after people.
- A genuine interest in IT and technology, shown through tinkering, home projects, study, or general curiosity about how things work.
- A practical commute to our Mooroolbark office. The site has limited public transport access and the role is fully onsite, so a sustainable daily commute matters for the long term.
- Clear, friendly communication, with the ability to explain technical concepts to non-technical users without jargon.
- Working familiarity with Microsoft 365 (Outlook, Teams, OneDrive) as an end user.
- A willingness to learn, ask questions, and take ownership of the work assigned.
IT study, certifications such as CompTIA or Microsoft, home lab experience, or prior helpdesk exposure are well regarded but not essential. At this level, attitude, curiosity, and a good manner with people carry the most weight.
Assessment process
Shortlisted applicants will be asked to complete a short online skills assessment after the initial interview, to confirm technical aptitude.
What we offer
- Structured on-the-job training and mentoring from experienced analysts.
- On-site fitness centre with indoor pool and gym.
- Campus-style work environment surrounded by natural bushland.
- Weekly staff lunch and fresh fruit provided on-site.
- Free parking and EV charging powered by our solar facilities.
- A close-knit team where questions are welcomed and initiative is recognised.
Important information
This role is 100% onsite at our Mooroolbark office. Remote or hybrid arrangements are not available.
How to apply
Apply through SEEK with your current CV and a brief cover letter outlining your customer service experience and your interest in IT.
