Welcome to Made!

Made is a hugely successful purpose-driven Australian business with an extensive portfolio of better-for-you food and beverage products. Since 2005 health-conscious Australians have shown their love for our core brands - Cocobella (coconut water and yoghurts), Rokeby (functional dairy), Impressed (plant-based products) and NutrientWater (enhanced water). The culture at Made is dynamic, inclusive and fun. We are all about Making Healthy Happy and we live and breathe this ethos in all that we do. Together we continue to achieve greatness, from our delicious products to our people and everything in between.

The Role

As an FMCG business, we depend on a reliable and responsive ICT infrastructure to support our fast-moving, operationally intensive environment. In this support-focused role, you will be the first point of contact for our employees, delivering both on-site and remote technical support across a wide range of IT systems and services.

You’ll work in a dynamic and fast-paced setting, supporting our head office, production facility, and retail environments. This includes providing technical support for point-of-sale (POS) systems, business applications, network infrastructure, and cloud-based services. Exposure to and experience in supporting IT within a production facility and retail setting will be highly valued, as you'll be working across a broad mix of technologies and user needs.

Your responsibilities will include troubleshooting technical issues, supporting core applications, assisting with user and network administration, and ensuring the ongoing performance and reliability of our ICT systems to minimise disruption to operations.

Role Accountabilities

1. Act as the first line of support for IT issues via phone, email, and ticketing systems
2. Respond to user inquiries and troubleshoot hardware, software, and network issues across varied environments including office, retail, and production facilities
3. Support and administer Microsoft 365, Windows OS, Active Directory, and common business applications
4. Provide technical support for point-of-sale (POS) systems used in our retail environment
5. Log, track, and manage service requests to ensure timely resolution and SLA compliance
6. Assist with user account management, device provisioning, and the onboarding/offboarding process
7. Monitor and maintain ICT systems to ensure efficient use and performance of applications and equipment
8. Diagnose, repair, and replace hardware components and peripherals including terminals, printers, and modems
9. Support and maintain local networks, cloud-based services, and remote desktop environments
10. Assist in adapting or updating systems to meet evolving business and user needs
11. Provide IT support tailored to production facility environments, ensuring minimal disruption to manufacturing operations
12. Help maintain and update internal websites and knowledge bases
13. Document resolutions and contribute to process improvement by updating internal support documentation

Skills & Experience

1. Minimum 5 years’ experience in a similar ICT support or technical role
2. Relevant qualifications in Information Technology or a related field
3. Certification or demonstrated knowledge of networking
4. Solid understanding of networking protocols, infrastructure, and troubleshooting
5. Proficiency with Windows OS, Windows Server, Microsoft 365, Active Directory, and Group Policy
6. Experience providing technical support across office, retail, and production facility environments
7. Hands-on experience supporting point-of-sale (POS) systems in a retail setting
8. Familiarity with IT requirements and challenges within a production facility environment
9. Experience with cloud-based environments, remote desktop services, and ticketing systems
10. Strong problem-solving skills with the ability to work independently in a high-volume environment
11. Excellent communication and interpersonal skills, with a customer-focused approach
12. Experience in FMCG, manufacturing, or similar fast-paced industries is highly regarded

Made is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome and value individuals from all backgrounds and ensure fair treatment for all employees.