Junior technical support Analyst - Level 2

PAR Technology; United States; On-site; USD 41,776 - 48,739; Full time

Job summary

PAR Technology is seeking a Junior Technical Support Analyst (Level 2) to join our Sydney/Northern Beaches team. You will build on Level 1 foundations, handling escalated tickets and advancing in problem resolution with guided support.

Ideal candidates have 1–2 years in tech support, strong SQL Server and Windows knowledge, and a customer‑focused mindset. This role offers growth within a global hospitality tech leader and a structured career path.

Qualifications

• 1–2 years’ experience in a technical support role, SaaS/enterprise software exposure is a plus.
• Strong troubleshoot capabilities for intermediate hardware and software issues.
• Able to communicate clearly with technical and non-technical users.
• Bachelor’s degree in IT or equivalent qualification, or practical experience.

Responsibilities

• Diagnose and resolve intermediate tickets with a focus on first-time fix and client satisfaction.
• Escalate to senior analysts or development teams when needed and track progress.
• Contribute to knowledgebase articles and improve support processes.
• Collaborate with cross‑functional teams and manage ticket queues effectively.
• Maintain professionalism and adapt to a fast-paced support environment.
• Learn and expand expertise across TASK’s product suite over time.

Skills

SQL Server

Windows OS

POS/terminal systems

API integrations

Jira

Confluence

Education

Bachelor’s degree in IT or equivalent

Tools

Jira

Confluence

Job description

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our “Better Together” ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive‑thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description

TASK designs and develops enterprise Point‑of‑Sale and customer engagement platforms for the global hospitality and retail industry. The Junior Technical Support Analyst (Level 2) provides prompt, friendly, accurate, and professional technical support to TASK’s clients. This role builds on Level 1 foundations, progressing into intermediate incident resolution, guided problem management, and active contribution to support desk knowledge and quality.

Working under the guidance of a Support Desk Manager, the Junior L2 Analyst handles escalated tickets from Level 1, investigates intermediate technical issues, and develops their capability across TASK’s product suite. The role is designed as a structured growth position, with increasing autonomy and responsibility as competency is demonstrated.

Position Location

Sydney Australia – Mona Vale – Northern Beaches

Reports To

Support Desk Manager

What We’re Looking For

• 1–2 years’ experience in a technical support, helpdesk, or IT support role; exposure to a SaaS or enterprise software environment is advantageous.
• Working knowledge of SQL Server databases, Windows operating systems, POS/terminal systems, API integrations, and ticketing systems (Jira/Confluence).
• Demonstrated ability to diagnose and resolve intermediate hardware and software issues, with a structured and methodical troubleshooting approach.
• Customer service orientation, able to communicate clearly with both technical and non-technical end users, maintaining professionalism under pressure.
• Familiarity with writing database queries and reading API logs to support troubleshooting; formal training or equivalent practical experience acceptable.
• Proactive approach to learning, with genuine appetite to upskill across TASK’s product suite and evolving technical stack.
• Reliable, punctual, and organised with strong time management skills; able to manage a ticket queue and competing priorities effectively.
• Comfortable working both independently and as part of a team, and willing to work flexible hours including weekends when rostered.
• Bachelor’s degree in IT or equivalent qualification, or demonstrated equivalent practical experience.
• Full Driver’s Licence held.
• Understanding of Australian workplace culture, WHS requirements, and professional conduct expectations in a multicultural team environment.

Additional skills

• Technical/hard skills

Unleash your potential: What you will be doing and owning

• Determining the difference between service requests, incidents, and problems, and categorising ticket priorities based on business impact.
• Deciding on the most appropriate troubleshooting approach for intermediate technical issues within their competency level.
• Determining when a ticket or issue requires escalation to a Senior Analyst, Development team, or external vendor.
• Judging when to create or contribute to knowledge base articles or process documentation based on recurring issue patterns.
• Deciding when a resolution approach requires senior guidance before proceeding, and proactively seeking that support.
• Identifying and flagging improvement opportunities to the Support Desk Manager for consideration.

Interview Process

• Interview #1: Phone Call with Talent Acquisition Team
• Interview #2: Video interview with the Line Manager (via MS Teams)
• Interview #3: Video interview with the Head of the Department (via MS Teams)

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre‑employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact [e-mail]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor’s website.