2016 - 2022

I was the sole field technician covering Western Australia including 25+ JB HiFi stores, various Good Guys and Grill’d burger franchises.

I was responsible for the ongoing maintenance and installation of hardware, to maintain the day to day operations of the store. This could range from new desktop computers and printers, to eftpos machines, networking hardware, UPS devices and servers. The work was varied and involved a lot of travel between sites, meaning I had to manage my time and task prioritisation well.

During the days I was not required on site at stores or clients, I would work remotely, assisting my line manager with staff rostering, job allocation and ticket management. I was also tasked with self paced training on multiple systems, and became a certified Apple technician during my time with JB Hifi.

At JB Hifi, we primarily used Kaseya and Radmin for system access, and Connectwise for ticket and resource management. Other systems, such as Confluence, were used regularly for documentation updates.

Key notes:

  • Assisted BDM staff in Perth and Sydney in securing a maintenance and service contract for an Australia wide, Perth based freight company
  • During a major system outage for a client in the Eastern States, I worked alongside my direct line manager in coordinating and assisting mobile IT support staff and contractors across 5 states and territories to resolve a ransomware issue. This impacted 37 sites over 4 days, and was resolved with minimal data loss
  • Responsible for monitoring ticketing systems and allocating work to staff in QLD, VIC, NSW, ACT and TAS during my office days
  • Fulfilled my direct line managers role multiple times due to sickness or annual leave
  • Assisted contractors and directed support staff during the construction and grand opening of the Forest Chase store
  • Installed new EFTPOS terminals in all WA JB Hifi stores, created and distributed documentation and provided training on the new hardware at all stores
  • Replaced core networking infrastructure, servers and UPS systems with zero impact to stores during trade hours

During the time I was working at JB Hifi Solutions, I managed to utilise company provided resources and training to grow my technical knowledge. Being in contact with hundreds of staff per week and discussing various issues, complaints and system changes helped me rapidly increase my communication skills. As I was on the sales floor during a good part of my day, this inevitably resulted in me having direct customer contact and did manage to make quite a few sales during my time as a non sales staff member.