Technical Support Specialist

Chemist Warehouse; City of Darebin; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Work from home one day per week

Paid parental leave

Salary reviews tied to performance

Shuttle bus to Preston office

Canteen onsite

Job summary

Chemist Warehouse invites an experienced Technical Support Specialist to join the IT Operations & Services team. You will provide Level 2 support for global stores, distribution centres, and offices, resolving incidents and requests across POS, pharmacy apps, logistics platforms, and corporate IT environments.

Responsibilities include troubleshooting, change management, asset data maintenance, and knowledge base creation. A 24/7 support environment is expected.

Qualifications

• Bachelor-level or higher IT qualification or equivalent practical experience.
• 5+ years in IT support roles with 2+ years in Level 2/second-line support.
• Experience in retail, warehouse, or operational environments is highly regarded.
• Certifications such as ITIL, Microsoft, or CompTIA Network+ are desirable.

Responsibilities

• Deliver Level 2 IT support for retail stores, warehouses, and offices, resolving incidents within SLAs.
• Troubleshoot across Windows, macOS, mobile, POS, and pharmacy/warehouse platforms.
• Support core infrastructure services (Windows Server, AD, DNS, DHCP) and basic network issues.

Skills

Customer service mindset

Strong communication

Analytical skills

Multi-tasking

Education

Tertiary IT qualification

ITIL certification desirable

Microsoft/CompTIA Network+ desirable

Tools

SharePoint

Windows

macOS

Networking basics

POS systems

Pharmacy software

Job description

The Chemist Warehouse IT Operations & Services team is responsible for ensuring all technology systems are stable, secure, and performing at their best. We support stores, warehouses, online platforms, and support offices through reliable infrastructure, responsive support, and continuous service improvement. Our purpose is to deliver seamless, resilient, and scalable IT services that empower the business to operate efficiently, grow confidently, and deliver great experiences for our customers.

About the role

The Technical Support Specialist provides technical support for global retail stores, distribution centres, and support offices. The role focuses on the effective execution and resolution of incidents, requests, and technical issues escalated from first line support across POS systems, pharmacy applications, logistics platforms, and corporate IT environments. This role is responsible for resolving issues within defined support boundaries and escalating complex or systemic issues in line with established escalation pathways to ensure service continuity in a 24/7 dynamic environment.

Role Responsibilities

• Deliver responsive Level 2 support by resolving incidents and service requests within agreed SLAs, accurately diagnosing issues and implementing approved fixes or workarounds.
• Provide advanced troubleshooting across Windows, macOS, mobile, and retail technologies, including POS systems, pharmacy applications, warehouse platforms, and corporate environments.
• Support core infrastructure services such as Windows Server, Active Directory, DNS, DHCP, and perform basic network troubleshooting across LAN, WAN, VPN, and wireless environments.
• Participate in the after-hours on-call roster to ensure business‑critical systems remain available and supported.
• Identify, escalat, and collaborate on complex, recurring, or high‑impact issues, contributing to root cause analysis and problem management activities.
• Execute approved changes, patching, and updates in line with defined change, testing, and rollback procedures
• Support device lifecycle and refresh activities, ensuring hardware and software remain secure, current, and fit for purpose.
• Contribute to project delivery by assisting with deployments, testing, documentation, and smooth transition into BAU support.
• Create and maintain high‑quality knowledge base articles aligned to KCS practices, and ensure configuration and asset data is accurately maintained in the CMDB.

Who are we looking for?

• Tertiary qualification in IT or a related discipline (or equivalent practical experience).
• 5+ years’ experience in IT support roles, including at least 2+ years in Level 2 / second‑line support.
• Experience supporting retail, warehouse, or operational environments highly regarded.
• Professional experience within the healthcare industry is advantageous.
• Hands‑on experience with SharePoint and modern workplace technologies.
• Relevant certifications such as ITIL, Microsoft, or CompTIA Network+ desirable.
• Strong troubleshooting and analytical skills across multiple technology domains.
• Excellent communication skills with a strong customer‑service mindset.
• Proven ability to prioritise and manage multiple tasks in a fast‑paced environment.

Why Join Us?

• Grow your career with purpose – Access a wide range of learning and development programs, including our internally designed leadership courses (including our Women In Leadership program) 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 team member 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, novated leasing and a team member discount card entitling you to savings in our Chemist Warehouse Pharmacies
• Support when you need it – Tap into confidential Employee Assistance Program (EAP) services for personal or professional support.
• Take advantage of our subsidised and convenient onsite canteen for varied and affordable meals, coffee, confectionary and bakery items.
• 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.