Technical Support Analyst

5 days ago

North Sydney Council, Australia Employee Matters Full time $60,000 - $80,000 per year

What's the opportunity

Reporting to the TechNet lead, you will play a pivotal role in supporting Subway franchisees in their use of restaurant technology across the Asia Pacific region. These Technologies supported will include Point of Sale (POS) technology, Wi-Fi, and other emerging technologies introduced to enhance restaurant operations. Internally this position is known as TechNet Analyst. 

What you'll do

You will focus on diagnosing technical issues, identifying root causes, and implementing effective solutions to ensure minimal disruption to franchisee operations.

  • Provide prompt and professional helpdesk support to Subway franchisees on hardware and software issues.
  • Answer calls on the TechNet support line and respond to all support requests in a timely and consistent manner.
  • Act as the first point of contact for escalated queries, escalating to relevant suppliers or Subway stakeholders when necessary.
  • Keep comprehensive and detailed data for each ticket to enable swift and efficient resolution.
  • Work closely with Support, Development, Product Owners, and customers to minimise service disruption.
  • Maintain and update support documentation and knowledge base articles.
  • Communicate technical information accurately and promptly to stakeholders.

What you'll bring to the role

You will be comfortable working in a dynamic, fast-paced environment. With a self-motivated and relationship-focused approach, you'll bring expertise and insights with a collaborative mindset. 

  • Experience within the Retail sector, supporting or working with technologies such as POS Software/Hardware Support
  • Previous experience of providing telephone, remote and e-mail support
  • Strong IT related experience or background
  • Good understanding of testing and debugging
  • Excellent English and relevant country language skills.
  • Technical experience to include MS Windows 7/10, printer setup, installation and configuration
  • Experience of working as part of an IT Support Team
  • Engaging communication skills
  • Ability to make decisions and act on own initiative to resolve issues
  • Ability to communicate clearly in a non-technical manner

Benefits of working for IPC International

At IPC International, you'll find a supportive, flexible, and social culture - they believe in a healthy work-life balance and offer a number of perks : 

  • Flexible work hours - requirement to work from the office 5 days per fortnight, with Wednesdays and Tuesdays encouraged to be anchor/team days
  • Generous leave - receive an additional 5 days; 2 wellness days, half a Friday per quarter and an anniversary day off
  • Development Opportunities - access to development after probation to upskill in a career or personal hobby
  • Social Events - participate in and celebrate numerous company and team social events
  • EAP

About IPC International

IPC International are more than a supply chain partner - they are a trusted team with over 20 years of experience supporting Subway Franchisees and helping them to drive growth across complex markets. With a global network of suppliers and distributors and a full site of end-to-end services; they keep supply chains moving so their partners can thrive. This is down to their people, their execution and technology. Joining IPC means being part of a truly global organisation.

For candidates who progress through our screening process, we are obliged to ensure that all candidates have the necessary legal right to work in Australia. We will require you to provide evidence prior to an interview.

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