The Body Shop Australia’s small but mighty Operations team (Supply Chain & IT) is seeking an experienced IT Network & Systems Engineer to support and enhance the organisation’s core technology platforms across the Australian region. Reporting to the IT Manager, you will be responsible for designing, implementing, and maintaining secure, reliable, and scalable IT systems across corporate, retail, warehouse, and remote environments. This hands-on role involves overseeing live production environments, driving continuous system improvements, managing service delivery performance, and acting as a key technical escalation point for complex IT issues. You will also collaborate with vendors and stakeholders to ensure effective support, monitoring, and operational excellence across the broader IT landscape.
Purpose of Role
- Design, implement, and maintain the organization’s core technology platforms.
- Ensure all systems are secure, reliable, scalable, and aligned with business requirements.
- Maintain stability and performance of production environments through proactive administration and monitoring.
- Conduct rigorous testing to validate system reliability, security, and performance.
- Deliver robust technology solutions that support efficient business operations.
- Continuously optimize systems and drive improvements across the IT environment.
- Work as part of the IT team providing support for the Australian region across all IT technical platforms, including corporate users, remote workers, stores, and warehouses.
- Propose, communicate, and train different approaches to using IT services.
- Effectively manage and improve service delivery performance, ensuring all incidents and requests are promptly assigned and resolved according to SLA requirements.
- Act as the specialist technical support resource for all IT systems.
- Act as the specialist technical escalation point for all IT-related issues.
- Oversee live IT environments, ensuring appropriate monitoring and support activities are implemented.
- Assist the IT Manager with vendor, contract, SLA, and PO management.
Key Job Accountabilities
- Design, implement, and maintain on-premises and cloud-based systems.
- Administer servers, operating systems, identity services, and core infrastructure platforms.
- Deliver system builds, upgrades, deployments, and migrations with minimal disruption.
- Conduct system, integration, and performance testing to ensure reliability and security.
- Monitor system performance, troubleshoot complex issues, and complete root-cause analysis.
- Optimize system capacity, performance, and cost efficiency.
- Work with stakeholders and vendors to support projects, solution delivery, and technical decision-making.
- Provide customers with a first point of contact for all incidents, queries, and requests.
- Log calls as per procedures and, where possible, provide immediate resolution.
- Assign calls to secondary support teams as per procedures.
- Ensure compliance with policies and standards for the operational use of IT.
- Address operational issues with IT-related suppliers.
- Maintain relationships with other areas of the business regarding operational issues.
- Act as the “gatekeeper” for the IT systems environment.
- Provide both technical and business support for Australian stores, including out-of-hours support and escalation where required, ensuring second- and third-line support calls are correctly prioritized and resolved while keeping internal customers informed.
- Follow procedures, assist with updates, and adopt changes.
- Become the technical champion and service specialist for bespoke applications and services as required.
- Understand customer needs and provide excellent customer service.
- Maintain the ethical standards of the Company, including minimizing environmental, health, and safety risks in the workplace and reporting potential risks, accidents, and near misses to relevant managers.
- Champion, support, and participate in the Company’s values and campaigns.
- Support the achievement of the Company’s social and environmental mission-related responsibilities and expectations.
Working Relationships & Interfaces (Where Applicable)
- Maintain key relationships with other associated areas within the business.
- Carry out other tasks as instructed by the International / Australian Management Team.
- Work closely with all IT vendors.
Personal Requirements for Role
Experience
- 5+ years’ experience providing POS, desktop, and service desk support in a corporate and retail/store environment.
- Strong customer service focus.
- Excellent communication skills with the ability to interact with customers at all levels.
- Strong phone etiquette and customer service soft skills.
- Knowledge of LAN/WAN technologies.
- Strong understanding of troubleshooting techniques.
- Experience working in Cisco networking environments, Microsoft and related technologies, EPOS applications, and SQL.
- Proven experience designing, deploying, and administering on-premises and cloud-based infrastructure (e.g., Microsoft 365, Azure, VMware, Windows Server).
- Strong background in systems administration, including server management, identity services, networking fundamentals, and security controls.
- Hands-on experience with system implementation, upgrades, migrations, and environment builds.
- Exposure to working with vendors, stakeholders, and cross-functional teams on technical solution delivery.
Qualifications
- Diploma/Bachelor in Computer Studies or equivalent.
Competencies Required
- Fluency in English.
- PC literate – applying level.
- EPOS/till literate – applying level.
- High accuracy, quality of work, and attention to detail.
- Understanding of and experience working with PC technologies, peripherals, and networks.
- Understanding of and experience working with EPOS systems.
- Understanding of and experience working with SQL and .NET.
- Understanding of Microsoft Office applications.
- Excellent customer service skills.
- Highly motivated with a positive growth mindset.
What’s On Offer
- Base salary + super + bonus potential
- Employee discount
- Hybrid working: 3 days working from our Australian Support Office at Chadstone Shopping Centre on Monday, Tuesday and Thursdays with remaining days WFH
At The Body Shop Australia, we’re more than a beauty brand — we’re a purpose-led business committed to ethical beauty and positive change.
Note to agencies: The Body Shop does not accept any unsolicited calls or resumes from head hunters, executive recruiters, or other staffing or recruitment agencies. Please do not submit or forward any resumes, CVs or profiles to the The Body Shop careers portal, nor to any The Body Shop personnel. The Body Shop will not pay any fees relating to unsolicited resumes.
