Senior Technical Support Specialist

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

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Title: Senior Technical Support Specialist

Employment Type: Permanent Full Time

About the Team

The IT Operations & Services team keeps technology stable, secure and available across stores, distribution centres, online platforms and support offices. It delivers reliable infrastructure, responsive support and continuous service improvement so teams across the business can serve customers and keep operations moving.

About the Role

Based at our Preston Support Office and reporting to the Workplace Technology Services Manager, the Senior Technical Support Specialist acts as a subject matter expert across global retail, distribution and corporate IT environments. This role owns the technical resolution of complex incidents, root cause analysis and the implementation of permanent fixes. The role is accountable for technical correctness, sustainability of solutions and optimisation of supported services to ensure service continuity in a 24/7 dynamic environment.

Role Responsibilities

• Act as an escalation point for complex and high-impact incidents, including providing after-hours on-call support when rostered.
• Lead root cause analysis 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.

Who are we looking for?

• A tertiary qualification in IT or another discipline.
• At least 7 years’ experience in IT support, including 4 or more years in advanced technical, specialist or lead positions.
• Strong troubleshooting and analytical skills across multiple technology domains, with experience supporting stores, distribution centres and corporate offices.
• ITIL certification
• A collaborative approach, initiative and adaptability, with the ability to lead technical projects and mentor junior team members.
• Highly regarded: experience with enterprise infrastructure such as Windows Server, Active Directory, Cisco or Juniper networking, virtualisation, application packaging and deployment, or unified communications platforms such as Microsoft Teams, Zoom or RingCentral.
• Highly regarded: experience with SharePoint, Confluence or ServiceNow, third-party vendors or managed service partners, and designing automation or performance improvements using APIs or scripting.

Why Join Us?

Grow your career with purpose –

Access a wide range of learning and development programs, including our internally designed leadership pathway to support your long‑term growth. Be part of a purpose-driven organisation making a difference in healthcare, working with a collaborative and supportive team.

Be rewarded for your impact –

Enjoy annual salary reviews linked to your performance, recognising the value you bring to the team.

Flexibility that works –

Work from home one day per week, while staying connected with your team at our vibrant Preston Support Office four days a week. We’re committed to supporting our people through life’s important moments. Alongside our formal flexibility policies, we recognise that some circumstances, such as returning from parental leave or managing personal wellbeing may require additional consideration. In these situations, we work collaboratively on case‑by‑case arrangements to provide the support needed while balancing the requirements of the role and team.

Paid parental leave –

We support growing families with six weeks of paid parental leave for primary carers and one week of paid parental leave for secondary carers.

Exclusive savings –

Access generous employee discounts across a wide range of products with our partnership with Flare, including company-wide corporate offers on healthcare premiums with Bupa Healthcare, banking benefits with Comm Bank and novated leasing.

Support when you need it –

Tap into confidential Employee Assistance Program (EAP) services for personal or professional support.

Easy commuting –

Enjoy our complimentary shuttle bus connecting nearby train stations to the Preston Support Office, making public transport travel simple and stress‑free.

About Us

Sigma Healthcare is powering pharmacy! We have the largest pharmacy network in Australia with trusted brands including Chemist Warehouse, Amcal, Discount Drug Stores and Ultra Beauty! We are powered by our dedicated people and our leading Australian full line pharmacy wholesale and distribution business that delivers medicines to any pharmacy anywhere in Australia. With Chemist Warehouse now operating in four countries outside Australia, we continue to expand our reach.

Sigma Healthcare is an equal opportunity employer and is committed to fostering a diverse, inclusive, and respectful workplace where everyone can thrive. We welcome applications from people of all backgrounds and experiences and encourage you to apply, even if you don't meet every requirement listed.