Service Desk Engineer - Hybrid IT Support for Retail Network

Minor DKL Food Group; City of Brisbane; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible working arrangements

Barista-quality coffee

Employer-funded parental leave

Purchased annual leave

Subsidised training and development

Job summary

Minor DKL Food Group is seeking a customer-focused Service Desk Engineer to be the first point of contact for IT support across its national store network. You will provide Level 1 and 2 support, focus on POS systems, device management, and cloud technologies.

Reporting to the Systems Support Manager, you will troubleshoot issues, manage incidents, and contribute to improvements while delivering reliable IT services to corporate users and stores nationwide.

Qualifications

• 1–2 years in IT support or service desk role.
• Experience supporting POS systems (Micros preferred).
• Strong knowledge of Microsoft operating systems and Office 365.
• Experience with Microsoft Entra ID and access controls.
• Exposure to ITSM tools (Jira Service Desk) and remote support tools (TeamViewer).
• Experience supporting laptops, desktops, printers and peripherals.

Responsibilities

• Provide Level 1 and 2 IT support to corporate users and store network.
• Act as first point of contact for IT incidents and service requests.
• Troubleshoot POS systems (Micros), hardware, software and connectivity issues.
• Support end-user devices including desktops, laptops, printers and peripherals.
• Log, triage and manage incidents and requests via Jira Service Desk.
• Monitor ticket queues and ensure timely resolution.
• Support user onboarding and offboarding, including device setup and access provisioning.
• Assist with identity, access and device management using Entra ID, Intune and Meraki.
• Use remote support tools (TeamViewer) to assist users nationally.
• Escalate complex issues and contribute to system improvements and documentation.

Skills

IT support

POS systems

Windows & Office 365

Entra ID / identity

ITSM tools

Remote support

Tools

Jira Service Desk

TeamViewer

Meraki

Job description

Minor DKL Food Group is seeking a customer-focused Service Desk Engineer to be the first point of contact for IT support across its national store network. You will provide Level 1 and 2 support, focus on POS systems, device management, and cloud technologies.

Reporting to the Systems Support Manager, you will troubleshoot issues, manage incidents, and contribute to improvements while delivering reliable IT services to corporate users and stores nationwide.