It Support Analyst - Flexible Hours & Growth

Palm Lake Group; Gold Coast City; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Meals on-site

Snack bar with goodies

Fully equipped private gym

Gaming stadium & arcade

On-site salon

Wellness centre

Training & development funding

Job summary

Super Retail Group is seeking a Technical Support Analyst to join the Digital and Technology team in Strathpine/Brisbane. The role focuses on delivering exceptional frontline IT support, troubleshooting, and customer service across multiple channels.

The successful candidate will work within a 24/7 on-site environment, with ongoing training and growth opportunities. The ideal applicant is customer-focused, has a passion for technology, and can learn quickly while following documented procedures.

Qualifications

• Entry-level position with comprehensive training provided.
• Love and understanding of technology helpful.
• Ability to absorb information and learn quickly.
• Strong problem-solving skills and customer focus.

Responsibilities

• Monitor and respond to service alerts.
• Diagnose DNS/domain-name issues.
• Administer and troubleshoot Linux (CentOS) servers and cPanel.
• Assist customers via phone, live chat, and email.
• Provide frontline technical support and service desk functions.
• Support application and configuration management; manage assets and documentation.

Skills

Customer focus

Problem solving

Team player

Technical aptitude

Tools

Linux (CentOS)

VMware

cPanel

DNS

FTP/SSH/SMTP/IMAP/POP3

Azure AD

O365

AWS

Job description

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Technical Support Analyst (QLD)

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Job Description

Joining our Technical Support Team

We are looking for people who have a passion for I.T. and are looking for a stepping stone to kick-start their I.T. career. As part of our front-line team, you will be tasked with ensuring our customers continue to receive the best customer service and technical support in the industry, while providing a timely resolution to issues raised by our customers.

The position

• Monitor and respond to service alerts
• Diagnose issues with domain names
• Performing Linux and cPanel server administration and troubleshooting
• Assist customers with technical support enquiries, via phone, live chats, and/or emails
• Flexibility is key, as this is a permanent full-time position, on a 24/7 rotating roster.

The right person (is it you?)

As this is an entry-level position, previous experience is not a requirement, as we provide comprehensive training to successful candidates. Although previous experience is not required, a love and a good understanding of technology will take you far.

To be the best in this role, we are looking for people with the following attributes:

• A passion for technology (cyber security, gaming, PC building, etc.)
• The ability to absorb information and learn quickly
• Efficient problem-solving skills
• A positive attitude towards our customers and service delivery

Any previous experience in the following areas would be highly regarded:

• Domain names
• DNS
• FTP, SSH and email protocols such as POP3, IMAP and SMTP
• Linux (CentOS) and VMware

The Benefits of Working With the Nexigen Digital Team

We pride ourselves on our unique facilities and team culture, and a top-down mandate to take care of the people who take care of our customers. There’s a reason we were awarded Employer of Choice in the Australian Business Awards.

Some of the office perks include:

• A weekly selection of delicious meals prepared in our on-site kitchen for breakfast and lunch.
• A fully-stocked snack bar featuring an assortment of chips, chocolates, nuts, protein bars and fresh fruit.
• A drink fridge loaded with an assortment of soft drinks, juices and water.
• A fully equipped private gym with weekly on-site personal training sessions.
• A team wellness centre with a soundproof gaming stadium featuring an 85” 4K TV, racing car simulator, pinball machine, arcade machine, and air hockey table.
• An on-site salon where our resident barber and stylist provide free haircuts on a regular basis.

We actively encourage training and upskilling for personal development and will fund courses that have a beneficial impact on the business.

Please note that due to strict security requirements, the successful applicant will be required to complete a National Police Check as a condition of employment.

Super Retail Group is the proud owner of four iconic brands: Supercheap Auto, rebel, BCF and Macpac, and is one of Australia and New Zealand\'s largest retailers. The talent of our teams and their passion for providing an experience which inspires and enhances our customers’ leisure time drives our culture of innovation and opportunity.

About the Role

At Super Retail Group, our purpose is to inspire and equip everyone to live their passion every day!

As a result of internal progression, an opportunity has become available for a Technical Support Analyst to join our team. In this role, you will play a key part as the front line and face of Digital and Technology (D&T), providing exceptional technical support and service to our customers.

Acting as the first point of contact for technical support, you will provide prompt, professional, and friendly assistance through telephone, kiosk, and other support channels. This role is suited to a customer-focused IT professional who enjoys troubleshooting technical issues, delivering exceptional service, and building strong relationships with users.

Your areas of accountability will include, but not be limited to:

• Technical Support
• Application Support
• Configuration Management
• Asset Management
• Customer Service Support

This role is based at our Strathpine Support Office in Brisbane, with a full-time onsite presence required five days per week.

About you

We are seeking a customer-focused IT professional who enjoys providing hands-on technical support and takes pride in delivering a seamless end-user experience. With strong problem-solving skills and attention to detail, you can effectively manage technology assets throughout their lifecycle while working collaboratively in a fast-paced environment.

You are self-motivated, capable of working under pressure and using your own initiative with minimal supervision. As a collaborative team player, you actively contribute ideas and suggestions for continuous improvement and are committed to delivering high-quality customer service and technical support.

In addition, you bring:

• Demonstrated experience in an IT support or service desk environment.
• Understanding of basic network troubleshooting, network topology and the ability to run through triage run sheets to articulate problems into tickets.
• Understanding of large hybrid cloud environments such as Azure AD, O365, and AWS.
• Ability to perform repetitive, process-driven tasks by following documented procedures and applying a basic understanding of IT concepts.
• Intermediate level of computer literacy – MS Office Suite

WHY JOIN US?

• You’ll get to join for an organisation with a culture that is driven by innovation and creating awesome experiences for our customers and teams, and will get to work alongside a diverse team across Super Retail Group that is representative of the communities we work in.
• Super Retail Group is a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation holder.
• We are committed to your professional development and will support on-going opportunities for both learning and progression.
• You will get access to generous discounts across all Super Retail Group brands, as well as access to our Perks Programme, including discounts on Health and Wellbeing, Entertainment, Travel and Accommodation and more.

Our Culture of Inclusion

Super Retail Group is proud to be an equal opportunity employer.We support, promote and celebrate diversity and we recognise the benefits a culture of inclusion brings to our workplace and customer experience.

Note: This refined description retains the core job requirements, responsibilities and benefits while removing extraneous sections such as recruitment campaigns, third party notices, and unrelated company advertising to align with the quality standards. All salary, benefits and qualification details are kept verbatim where present.