Restaurant Technology Support Specialist - Level 1

KFC South Pacific (Yum! Brands Subsidiary); Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Monthly mobile phone contributions

Home internet contributions

Hybrid work model

Job summary

KFC South Pacific (Yum! Brands Subsidiary) is hiring a Restaurant Technology Support Specialist – Level 1 to provide first-line IT support for our Sydney-area restaurant teams.

You’ll troubleshoot issues across hardware, software, connectivity and POS systems, coordinate escalations when needed, and deliver calm, professional support during busy trading periods. This role supports a rotating 7-day shift with hours from early morning to late evening, in a flexible hybrid working environment

Qualifications

• 1–2 years’ experience in IT support or similar role.
• Foundational troubleshooting across Windows, networks, hardware and software.
• Exposure to POS systems or restaurant technology is advantageous.
• Strong problem-solving with a logical, structured approach.
• Clear and confident communication with non-technical users.

Responsibilities

• Provide first-line IT support to KFC restaurant teams via phone, chat and Jira Service Management.
• Triage and prioritise incidents based on urgency and impact; perform initial troubleshooting.
• Troubleshoot restaurant hardware/software, passwords, access and connectivity.
• Aim to resolve issues at first contact using knowledge articles and runbooks.
• Escalate complex incidents to Level 2, Field Services or vendors with clear handovers.
• Own escalated issues and ensure timely resolution for restaurant teams.

Skills

IT support

Troubleshooting

Communication

Customer focus

Attention to detail

Teamwork

Learning mindset

Tools

POS systems

Job description

• Flexible, hybrid working environment with real growth opportunities
• Support the technology that keeps KFC restaurants connected and trading
• Build your IT career with an iconic global brand

Our Restaurant Technology Support Specialist – Level 1 provides first-line IT support to KFC restaurants, helping our teams resolve technology issues quickly and keeping restaurant operations running smoothly.

You’ll be one of the first points of contact when our restaurant teams need technical support, troubleshooting issues across restaurant hardware, software, connectivity and critical technology platforms. You’ll resolve what you can at first contact, coordinate escalations when specialist support is needed, and provide a calm, confident experience for our restaurant teams when it matters most.

If you’re early in your IT career, love solving problems and enjoy helping people, this is a great opportunity to build your technical capability in a fast-paced environment.

This role supports our restaurants 7 days a week, so you'll work a rotating shift roster:

• Rotating roster across the full 7-day week
• Operating hours between 6:00am and 12:00 midnight

HOW YOU'LL MAKE A DIFFERENCE AS OUR RESTAURANT SUPPORT SPECIALIST

• Provide first-line IT support to KFC restaurant teams, responding to incidents and service requests via phone, chat and Jira Service Management
• Triage and prioritise incidents based on urgency and impact, completing initial troubleshooting to identify the best path to resolution
• Troubleshoot common issues across restaurant hardware and software, including passwords, access, devices and network connectivity
• Aim to resolve issues at first contact by using established knowledge articles, runbooks and standard troubleshooting processes
• Escalate more complex incidents to Level 2, Field Services or third-party vendors, providing clear handovers and completed diagnostics
• Take ownership of escalated issues by following up with relevant teams and helping ensure restaurant teams receive a timely resolution
• Provide clear, confident and customer-focused support to restaurant teams, including during busy and high-pressure trading periods
• Respond with urgency to critical incidents that impact a restaurant’s ability to trade, while maintaining a calm and structured approach
• Maintain and contribute to knowledge articles and standard fixes, helping make common issues easier and faster to resolve
• Identify recurring issues and work with the broader Service Desk team to support ongoing improvements to systems, processes and service delivery

WHAT YOU'LL BRING:

• 1–2 years’ experience in IT support or a similar technical support environment
• Foundational troubleshooting skills across Windows, networks, hardware and software
• Exposure to POS systems or restaurant technology is advantageous, but not essential
• Strong problem-solving skills with a logical and structured approach to troubleshooting
• Clear and confident communication skills, particularly when supporting non-technical users
• A customer-first mindset and the ability to provide helpful, professional support
• Ability to remain calm and focused when resolving issues in a fast-paced environment
• Strong attention to detail when documenting, prioritising and handing over incidents
• A proactive approach to learning and developing your technical knowledge
• A collaborative mindset and willingness to work across teams to get issues resolved

WHY KFC?

At KFC, you'll be part of a business that combines the scale of a global brand with the opportunity to make a visible impact locally. We offer a collaborative, people-first culture where you'll work alongside talented teams, build meaningful partnerships and contribute to initiatives that shape the future of the business.Monthly mobile phone and home internet contributions.

You'll also enjoy:

• Flexible and hybrid ways of working, including time together at our Frenchs Forest Restaurant Support Centre
• Signature career development and leadership programs
• Additional leave to focus on your wellbeing
• Monthly mobile phone and home internet contributions
• Salary continuance cover for permanent employees
• Culture Club events and initiatives
• Free secure onsite parking at Frenchs Forest

READY TO MAKE AN IMPACT?

If you’re ready to build your IT career in a fast-paced, supportive environment, we’d love to hear from you.