Technical Support Analyst: Remote Diagnostics & Dispatch

PAR Technology; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

PAR Technology Corporation in Sydney seeks a Junior Technical Support Analyst to provide Level 1 and Level 2 telephone and remote diagnostic support, ensuring hardware and software issues are diagnosed, resolved, or escalated quickly to safeguard customer uptime.

You will be the frontline contact for PAR's customers, coordinating field service dispatch with third-party agents, supporting new installations, staging, imaging, and commissioning, and working with the Operations & Service Manager to

Qualifications

• Experience providing Level 1 and Level 2 telephone and remote diagnostic support to customers.
• Strong problem-solving and critical-thinking skills for troubleshooting hardware and software remotely.
• Excellent communication and collaboration skills to liaise professionally with customers.
• Experience coordinating dispatch with third-party field service agents.
• Familiarity with data entry and case management in CRM systems, including serial numbers and PR creation.
• Experience with remote installations, staging, imaging, and commissioning of new equipment.
• Practical experience unpacking, setting up, packing, and shipping POS registers and related equipment.

Responsibilities

• Determine when issues can be resolved remotely vs. when field dispatch is required.
• Decide when to engage third-party field service agents and assign tasks.
• Prioritize incoming cases based on severity and customer impact.
• Assess whether equipment requires repair, replacement, or return shipment.
• Determine staging, imaging, and configuration needs for new installs prior to dispatch.
• Qualify requests as standard support or escalation to Sales or Product.
• Suggest process/tooling/documentation improvements to the Ops & Service Manager.
• Provide support to other departments as needed.

Skills

Telephone support

Remote diagnostics

Problem solving

Communication

Field service coordination

Equipment staging/imaging

Shipping/receiving readiness

Tools

CRM systems

Case management software

Job description

PAR Technology Corporation in Sydney seeks a Junior Technical Support Analyst to provide Level 1 and Level 2 telephone and remote diagnostic support, ensuring hardware and software issues are diagnosed, resolved, or escalated quickly to safeguard customer uptime.

You will be the frontline contact for PAR's customers, coordinating field service dispatch with third-party agents, supporting new installations, staging, imaging, and commissioning, and working with the Operations & Service Manager to