IT Support Specialist

Date: 5 Dec 2023

Location: Berri, Australia

Company: Accolade Wines

About us

At Accolade Wines, our purpose is to enrich everyday moments. As one of the world’s leading wine companies, our award-winning portfolio includes beloved brands such as Hardys, Grant Burge, St Hallett, Mud House, Jam Shed and many more. We are one of the largest wine producers in the world – we’ve been around since 1836, and our portfolio has won nearly 9,000 international wine show awards in the last decade.

About the role


The driving force behind our business is our people – we have over 1,500 staff across Australia, the UK, Europe, Asia, South Africa, New Zealand and the Americas, and every one of us is passionate about making the ordinary extraordinary through our amazing wines. 

We are now recruiting for an IT Support Specialist to join our Global IT team. Reporting to the Global End User Services Manager, you will handle issues from incoming telephone calls and email communications, creating tickets and escalating further as required.


In this role, you will support our global team and be the first line of support for our local and remote users. You will always have a team member to support your growth and development. 


You will be based either our BERRI office, with flexibility to work from home. 


This role is full-time and permanent


Key responsibilities include:

  • Provide front-line services to end-users on software and hardware related problems across the Global IT user base, in accordance with company policy and IT standards.
  • Provide timely, accurate and appropriate responses to customer queries
  • Investigate and resolve application or data issues using a variety of tools and resources
  • Ensures Backup and recovery strategies are in place across all environments.
  • Carefully evaluate alternative risks and solutions before acting to provide timely resolution.
  • Approach support with a proactive attitude, desire to seek root cause, in-depth analysis, and strive to reduce inefficiencies and manual efforts.

What you'll bring:

  • 2+ year’s industry experience working in a Help Desk or similar environment.
  • Experience with Microsoft Windows 7 & 10, Windows Server 2003 to 2016.
  • Experience in an Active Directory and Azure AD environment and Windows Networks.
  • Experience in a Critical Incident management role is an added advantage.
  • Microsoft O365, Autopilot, Intune experience
  • Understanding of ITIL processes

What you can expect:


Accolade Wines will provide the ideal climate and a hand-picked rewards package for you to make a difference in our successful and growing business. 
You will also have access to: 

•    Wine allowance and access to unique wine specials 
•    Flexible working (Up to 2-3 days working from home) 
•    Paid Parental Leave
•    Start your weekend early with our Fast Friday finishes! 
•    Loyalty Leave 
•    Accolade Wines Anniversary day off 
•    Go Beyond Day - making a different in your local community 
•    Access to an extensive online learning library 
•    Private Health Insurance Discounts 
•    Annual Flu Vaccination Program 
•    Employee Assistance Program 
•    Various exclusive employee discounts  


Want to find out more? Watch us in action here:


Sound like your kind of drop? Apply now. 


At Accolade Wines we are dedicated to building a diverse, dynamic and inclusive culture.