Junior Technical Support Analyst

PAR Technology; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

PAR Technology Corporation in Sydney seeks a Junior Technical Support Analyst to provide Level 1 and Level 2 telephone and remote diagnostic support, ensuring hardware and software issues are diagnosed, resolved, or escalated quickly to safeguard customer uptime.

You will be the frontline contact for PAR's customers, coordinating field service dispatch with third-party agents, supporting new installations, staging, imaging, and commissioning, and working with the Operations & Service Manager to

Qualifications

• Experience providing Level 1 and Level 2 telephone and remote diagnostic support to customers.
• Strong problem-solving and critical-thinking skills for troubleshooting hardware and software remotely.
• Excellent communication and collaboration skills to liaise professionally with customers.
• Experience coordinating dispatch with third-party field service agents.
• Familiarity with data entry and case management in CRM systems, including serial numbers and PR creation.
• Experience with remote installations, staging, imaging, and commissioning of new equipment.
• Practical experience unpacking, setting up, packing, and shipping POS registers and related equipment.

Responsibilities

• Determine when issues can be resolved remotely vs. when field dispatch is required.
• Decide when to engage third-party field service agents and assign tasks.
• Prioritize incoming cases based on severity and customer impact.
• Assess whether equipment requires repair, replacement, or return shipment.
• Determine staging, imaging, and configuration needs for new installs prior to dispatch.
• Qualify requests as standard support or escalation to Sales or Product.
• Suggest process/tooling/documentation improvements to the Ops & Service Manager.
• Provide support to other departments as needed.

Skills

Telephone support

Remote diagnostics

Problem solving

Communication

Field service coordination

Equipment staging/imaging

Shipping/receiving readiness

Tools

CRM systems

Case management software

Job description

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our “Better Together” ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description:

The Junior Technical Support Analyst is responsible for providing Level 1 and Level 2 technical support to PAR’s customers, ensuring hardware and software issues are diagnosed, resolved, or escalated quickly and effectively. This is a service-critical role that safeguards customer uptime and satisfaction across the installed base.

The Junior Technical Support Analyst operates as the frontline technical contact for PAR`s customers, providing remote diagnostics, coordinating field service dispatch, and supporting new system installations, staging, and commissioning. Working closely with the Operations & Service Manager, and third-party field service agents, the Technical Support Analyst ensures customer issues are resolved efficiently and that new and repaired equipment is deployed accurately and on time.

What we are looking for:

• Demonstrated experience providing Level 1 and Level 2 telephone and remote diagnostic support to customers.
• Strong problem-solving and critical-thinking skills, with the ability to troubleshoot hardware and software issues remotely.
• Excellent communication and collaboration skills, with the ability to liaise directly and professionally with customers.
• Experience coordinating and dispatching field service call-outs with third-party service agents.
• Familiarity with data entry and case management in CRM systems, including case details, serial numbers, and purchase requisition (PR) creation.
• Experience with remote installations, staging, imaging, and commissioning of new equipment.
• Practical experience unpacking, setting up, packing, and shipping point-of-sale registers and related equipment.
• Ability to support the handling and shipping of repaired equipment in a timely and accurate manner.

Unleash your potential. What you will be doing and owning:

• Determining when a customer issue can be resolved remotely versus when it requires a field service dispatch.
• Deciding when to engage a third-party field service agent, and which tasks to assign to them.
• Prioritizing incoming support cases based on severity, complexity, and customer impact.
• Assessing whether equipment requires repair, replacement, or return shipment.
• Determining the staging, imaging, and configuration requirements for new installs prior to dispatch.
• Qualifying whether a customer request falls within standard support scope or requires escalation to Sales or Product.
• Recommending process, tooling, or documentation improvements to the Operations & Service Manager.
• From time to time, the Technical Support Analyst may be required to provide support to other departments as business needs require.

Interview Process:

• Interview #1: Video Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the Head of the department.

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact [e-mail]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor’s website.