Level 2 Technical Store Support

Technical Operations Analyst (Level 2 Store Support)

Location: Mascot, NSW (Onsite, 5 days per week. Monday to Friday. 8am to 4pm)

Role Overview

The Technical Operations Analyst is a Level 2 support role responsible for managing and resolving IT incidents within our Retail Store environment.

Working onsite from our Mascot office, this role handles escalations passed on by the Service Desk or Store Operations team, with a strong focus on retail hardware and remote configuration support.

This position plays a critical part in the smooth operation of our stores by coordinating hardware dispatch, guiding field technicians, and maintaining accurate and repeatable support processes.

Key Responsibilities

• Manage and resolve Level 2 IT incidents for retail store systems.
• Respond to escalations from the Service Desk and Store Operations teams.
• Coordinate hardware dispatch, including shipping equipment from the office.
• Work with field technicians to coordinate onsite installation and troubleshooting.
• Perform remote configuration of new hardware including software installs, driver configuration, and system settings.
• Action hardware? focused support tasks such as network patching checks, POS device troubleshooting, and printer/pinpad diagnosis.
• Maintain the incident queue and ensure timely resolution of store-impacting issues.

Technical Skills Required

• Strong knowledge of the Windows technology stack.
• Experience with software installation, configuration, and driver troubleshooting.
• Understanding of network patching and wireless technology troubleshooting.
• Experience supporting store Point of Sale (POS) systems, ticket printers, and EFTPOS pinpads.
• Ability to troubleshoot phone system issues.
• Familiarity with ITIL operational processes.
• Experience using Incident Management systems such as ServiceNow.
• Experience coordinating on?site field technicians or hands?on technical resources.

Soft Skills Required

• Ability to manage multiple priorities and deadlines effectively.
• Strong verbal communication and professional phone etiquette to remotely guide technicians.
• Excellent documentation skills to create clear, repeatable support procedures.
• Strong organisational skills and attention to detail.