Senior IT Support & Incident Resolution Lead

Chemist Warehouse; Preston; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Sigma Healthcare is seeking a Senior Technical Support Specialist for our Preston office. You will own resolution of complex incidents, perform root cause analysis and implement permanent fixes to ensure 24/7 service continuity across retail and corporate IT environments.

The role requires a tertiary IT qualification, 7+ years in IT support with 4+ in advanced roles, ITIL certification, and strong collaboration across teams. Hybrid work options supported at Preston.

Qualifications

• A tertiary IT qualification.
• 7+ years IT support with 4+ years in advanced technical, specialist or lead roles.
• Strong troubleshooting and analytical skills across multiple technology domains.
• ITIL certification.
• Collaborative, initiative and adaptability; capable of leading technical projects and mentoring juniors.
• Experience with enterprise infrastructure including Windows Server, Active Directory, Cisco/Juniper networking, virtualization, packaging/deployment, or unified communications (Teams/Zoom/RingCentral).
• Experience with SharePoint, Confluence or ServiceNow; designing automation or scripting improvements using APIs.

Responsibilities

• Act as escalation point for complex, high-impact incidents and after-hours on-call when rostered.
• Lead root cause analysis, known error management and post-incident reviews.
• Design and implement lasting fixes for recurring issues to improve reliability.
• Provide expert support across POS, pharmacy, logistics and enterprise systems.
• Troubleshoot complex issues across server, network, UC, end-user computing and other infra platforms.
• Maintain system stability, security and supportability.
• Lead changes and lifecycle initiatives with validated design, testing and implementation.
• Support POS, infra and network refresh programs; lead technical workstreams end-to-end.
• Maintain runbooks, standards, and CMDB data; improve knowledge quality.
• Collaborate with stores, DCs, departments and IT teams providing guidance and customer-focused support.

Skills

Troubleshooting

Analytical thinking

Collaboration

Initiative

Adaptability

APIs scripting

Education

Tertiary IT qualification

ITIL certification

7+ years IT support experience

Tools

Windows Server

Active Directory

Cisco networking

Juniper networking

Virtualisation

Application packaging/deployment

Microsoft Teams / Zoom / RingCentral

SharePoint

Confluence

ServiceNow

Job description

Sigma Healthcare is seeking a Senior Technical Support Specialist for our Preston office. You will own resolution of complex incidents, perform root cause analysis and implement permanent fixes to ensure 24/7 service continuity across retail and corporate IT environments.

The role requires a tertiary IT qualification, 7+ years in IT support with 4+ in advanced roles, ITIL certification, and strong collaboration across teams. Hybrid work options supported at Preston.