Senior IT Support & Incident Lead

CW Retail Services Pty Ltd; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Learning & development programs

Annual salary reviews

Work from home 1 day per week

Paid parental leave

Job summary

Sigma Healthcare is seeking a Senior Technical Support Specialist to own complex incidents and deliver permanent fixes across global retail and corporate IT environments. Based at the Preston Support Office, you will ensure service continuity in a 24/7 setting and mentor junior team members.

You will lead root cause analyses, design lasting improvements, and provide expert support for POS, pharmacy and enterprise systems, including server, network and UC platforms.

Qualifications

• Requires a tertiary IT qualification and 7+ years in IT support.

Responsibilities

• Act as escalation point for complex incidents, including after-hours on-call.
• Lead root cause analyses and known error management, and contribute to major incident investigations and post-incident reviews.
• Design and implement lasting fixes for recurring issues, improving the reliability and supportability of services.
• Provide expert support across point-of-sale, pharmacy, logistics and enterprise systems.
• Troubleshoot complex issues across server, network, unified communications, end-user computing, audio-visual and other infrastructure platforms.
• Keep supported systems stable, secure and supportable.
• Technically lead complex changes and lifecycle initiatives, validating change design, testing and implementation approaches.
• Support point-of-sale, infrastructure and network refresh programs, and lead assigned technical workstreams from planning through delivery and transition to business-as-usual.
• Maintain technical runbooks, standards and escalation documentation; improve knowledge quality and keep CMDB data accurate for supported services.
• Work closely with stores, distribution centres, departments and IT colleagues, providing technical guidance and professional, customer-focused support.

Skills

IT support

Lead projects

Troubleshooting

SharePoint

Confluence

ServiceNow

Automation scripting

Networking

Windows Server

Active Directory

Cisco networking

Juniper networking

Microsoft Teams

Zoom

RingCentral

Education

Tertiary IT degree

Tools

Windows Server

Active Directory

Cisco networking

Juniper networking

Microsoft Teams

Zoom

RingCentral

SharePoint

Confluence

ServiceNow

Job description

Sigma Healthcare is seeking a Senior Technical Support Specialist to own complex incidents and deliver permanent fixes across global retail and corporate IT environments. Based at the Preston Support Office, you will ensure service continuity in a 24/7 setting and mentor junior team members.

You will lead root cause analyses, design lasting improvements, and provide expert support for POS, pharmacy and enterprise systems, including server, network and UC platforms.