Senior Technical Support Lead – 24/7 Enterprise IT

MyChemist Retail Group; City of Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

Sigma Healthcare is seeking a Senior Technical Support Specialist based at the Preston Support Office. You will own complex incident resolution, conduct root cause analysis and implement permanent fixes to ensure 24/7 service continuity across stores, distribution, online platforms and corporate IT.

The role requires a tertiary IT qualification, 7+ years in IT support with 4+ in senior positions, ITIL certification, and strong collaboration and mentoring abilities.

Qualifications

• A tertiary qualification in IT or another discipline.
• At least 7 years’ IT support experience, including 4+ years in advanced technical, specialist or lead roles.
• ITIL certification highly regarded.

Responsibilities

• Act as an escalation point for complex and high-impact incidents, including after-hours on-call support when rostered.
• Lead root cause analysis and known error management, and contribute to major incident investigations.
• Design and implement lasting fixes for recurring issues to improve 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, and other infrastructure platforms.
• Mentor junior team members and lead technical workstreams from planning through delivery.

Skills

Troubleshooting

Analytical thinking

Leadership / mentoring

Education

Tertiary IT qualification

Tools

Windows Server

Active Directory

Networking (Cisco/Juniper)

Virtualisation

Unified Communications (Teams/Zoom/RingCentral)

SharePoint / ServiceNow

Job description

Sigma Healthcare is seeking a Senior Technical Support Specialist based at the Preston Support Office. You will own complex incident resolution, conduct root cause analysis and implement permanent fixes to ensure 24/7 service continuity across stores, distribution, online platforms and corporate IT.

The role requires a tertiary IT qualification, 7+ years in IT support with 4+ in senior positions, ITIL certification, and strong collaboration and mentoring abilities.