Technical Support Lead for Retail and Warehouse IT Infrastructure

7 days ago

Sydney, New South Wales, Australia Careerone Partner Network Full time
Job Description

We are seeking a skilled Technical Support Lead to join our team, focusing on the retail and warehouse IT infrastructure environment. As a key member of our IT team, you will be responsible for managing technical support for end users and systems across the ANZ region.

The ideal candidate will have over 4 years of work experience in a technical support environment, with a strong understanding of the specific technology stack and interfaces between custom hardware and application solutions. They will also have expertise in processes and procedures defined across the customer organization.

This role requires the ability to understand the hardware landscape, software architecture, installation, and configuring of applications / software across environments, as well as playing a custodian role while delivering within set Business SLAs across a multi-partner environment with minimal to nil downtime due to IT application or hardware in the customer environment.

Mandatory Skills
  • Level 1 technical support experience for a minimum of 4 years.
  • Knowledge of ITSM and ITIL process frameworks.
  • Certified ITIL professional.
  • IT support experience in retail and warehouse IT infrastructure environment - hardware, applications, and various servers.
  • Sound understanding of end-to-end incident lifecycle management.
  • Proficiency in working with support tools of ServiceNow, SCCM, RDP, and Citrix.
  • Hands-on knowledge of access provisioning applications like Azure Admin, Google Admin, and active directory.
Duties and Responsibilities
  • Manage core health of IT applications like store central, SignIQ, R10 Central, and warehouse Management systems using Splunk.
  • Remediate issues wherever possible with the help of SCCM, RDP, and Citrix.
  • Highlight incidents/request which breached deadlines.
  • With the help of ITSM application like ServiceNow, highlight trends of issues reported.
  • Identify the root-cause of a failed incident and provide corrective action and preventive actions through problem management on ServiceNow.
  • To keep the process owners aware of what is impacting the business.
  • To be notified on all major Incidents that impact the business/revenue/tools/delivery.
  • To be in complete capacity of ensuring SLA are respected by all vendors
  • Transitioning of new technologies from project to BAU, with complete hands-on expertise
  • Store visits along with SDMs.
  • Checking active directory and other cloud solutions like Azure Admin and Google admin for resolving access provisioning issues.
  • Performing checks on routers, access points, check-outs, registers, etc to keep the devices operating within thresholds.
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on incident management.
  • Responsible for communicating with the incident process owner.
  • Point of contact for all major incidents.
  • Manage escalated incidents to provide priority solution with timely follow-ups & adequate communication
  • Monitor the incidents to ensure that the service level agreements are respected.
  • Identify, initiate, schedule, and conduct incident reviews.
  • Provide guidance to the incident process coordinators.
  • Identification of new process and creation of documentation for the process.
  • Indulge in physical remediation for project-related activities.
  • Act as back support to the extended team during BCP situation.
Salary Range

$67,000-$77,000 per annum, depending on experience.

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