IT Support Specialist (Wine Jobs: Management & Administration)

Full Time

  Accolade Wines AU

  Tanunda, South Australia

Uncork your potential

Accolade Wines is the world’s leading provider of New World premium, commercial and value wines – our Hardys brand is the most powerful Australian wine brand in the world! We sell our wines in over 100 countries and have more than 1,600 dedicated employees in Australia, New Zealand, the UK, Europe, Asia, North America and South Africa and … we make some of the world’s best known brands!

In this role

This position provides first line support for all IT issues at Berri, Stanley and Banrock Station.  It is also the second/third line of support for our local and remote users.  It is responsible for handling issues escalated from first line support, incoming telephone calls, email communications, creating trouble tickets and to assist on user requests (or escalate further as required), and other duties as assigned.  It will also involve some server and network activities, PC builds and imaging.

Key accountabilities include

  • Troubleshoot and resolve end-user hardware, operating system and software related problems
  • Troubleshoot and resolve issues with WAN, VPN, etc systems
  • Logging jobs in the issue management system for all reported issues aiming to resolve issue or escalate to appropriate support team within a timely manner.  Ensure all users know the current status of their individual issues.
  • Remote control support for customers using tools such as Remote Desktop, and Dameware.
  • PC builds – Using tools supplied and the Accolade Wines SOE, to image desktop and laptop computers.
  • Publish company-wide messages to the relevant users and notice boards as required by users and approved by the Accolade Wines Leadership Team.
Other accountabilities include
  • Maintain Client Services Know IT site to ensure that procedures are maintained/updated.
  • Manage Client Services mailbox to allocate jobs to self or to the relevant support team.
  • Be available to work scheduled hours during operation from 7:00am and 5:30pm.
  • Other projects and responsibilities as may be required by the business.
  • Comply with all SHEQ policies and procedures

Essential knowledge and skills are


  • PC Desktop and Laptop Hardware knowledge
  • Printer configuration and support
  • Microsoft Windows 7/10 Operating System
  • Microsoft Office 2010 Productivity Suites
  • Software Installation
  • Provide after-hours support on a rotating basis
  • Participate in IT related projects as needed
  • Provide training for junior staff as required.
  • Other duties as assigned.


  • Highly customer focused, detail oriented individual
  • Patience and excellent oral and written communication skills
  • Strong desire to help others accomplish their goals and a strong work ethic is required
  • High level investigation and problem solving.

Required experience is

  • 4+ years industry experience working in a Help Desk or similar environment.
  • Experience with Microsoft Windows, 7, 10, Windows Server 2003, 2008 & 2012.
  • Experience in an Active Directory environment and Windows Networks.
  • A Bachelor Degree in IT would be highly regarded but not required.

Essential qualifications are

Physical and other requirements

  • Occasional Travel and Overnight stays
  • Working in other time zones
  • Provide after-hours support on a rotating basis.

Sound like your kind of drop?

Accolade Wines will provide you with the ideal climate and a hand-picked rewards package for you to make a difference in our successful and growing business. At Accolade Wines, our name is our motto, so here's to you... and here's to your future.

How To Apply

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