Job Description

The Retail IT Support Analyst keeps ARI’s retail technology running smoothly by delivering fast, effective support across systems, devices and end users. The role also drives continuous improvement by supporting projects, managing equipment and documenting business process changes, while deputising for the IT Manager when needed.

1. Provide first-line support for ARI retail systems and end users, resolving incidents quickly and restoring service to minimise disruption to store operations.

2. Troubleshoot, diagnose, and coordinate resolution of POS, eCommerce, HHT and related hardware/software issues, ensuring stable and secure retail technology performance.

3. Log, prioritise, track and communicate progress on tickets, escalating effectively to internal specialist teams or external support partners to meet agreed service levels.

4. Identify recurring issues and trends, and implement or recommend preventative fixes to reduce repeat incidents and improve the end-user experience.

5. Support and maintain retail IT equipment lifecycle activities (setup, configuration, replacements and basic inventory coordination) to keep stores operational and compliant with standards.

6. Partner with retail users to document business process and system change requirements, translating operational needs into clear technical inputs for delivery through the change request process.

7. Provide user guidance and informal training on systems, applications and best practices, enabling colleagues to use tools effectively and reducing avoidable support requests.

8. Assist the IT Manager with ongoing retail projects and deputise as required, ensuring continuity of day-to-day support and progress on agreed deliverables (no direct people management or budget ownership).

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience

2+ years of IT support experience, preferably in a retail or customer-facing environment.

Experience supporting POS systems, retail hardware, and end-user systems.

Project Management Experience assisting with or managing small IT projects, particularly in a retail setting – desirable but not essential

We're an airport industry leader with operations in four continents and over 3000 employees working together to ensure we deliver the best services for all our customers globally. We are a fast paced, energetic and diverse company. Offering careers that range from IT, Finance, Technical, Airport Operations to frontline security and customer focused roles and many more. Whether you are starting your career or looking for your next move, we have lots of great opportunities to choose from.