IT Support Analyst

About Signature Hospitality Group

At Signature Hospitality Group, we're home to some of Australia's most iconic food, drink, and good-times destinations. From packed-out sports bars to clinking cocktails and game-day celebrations, our venues are built for connection and centred around guest obsession.

We're the team behind The Sporting Globe, TGI Fridays, and Varsity, with 50+ locations (and growing) across Australia.

As we continue to go far and go together, we're seeking an IT Support Analyst to deliver exceptional technical support, keep our venue systems running smoothly, and strengthen the technology experience across our brands.

How will you play to win?

This role is perfect for a hands-on support all-rounder who enjoys variety, problem-solving, and working closely with venue and Support Office teams. You'll troubleshoot across POS, network, hardware, and software environments to ensure stability, efficiency, and great user experience.

You'll be a key support partner to our venues, helping them deliver the best possible service through reliable technology and streamlined operational tools.

What You'll Be Doing

Service and Support Delivery:

• Provide first and second-level IT support to venues and the Support Office.
• Troubleshoot POS issues across terminals, menus, price updates, vouchers, printing, KDS, and connectivity.
• Resolve general IT support needs, including Windows devices, tablets, email, accounts, peripherals and remote access.
• Assist with network troubleshooting across switches, routers, wireless access points and internet links.
• Work closely with vendors such as Bepoz, Oolio, NBN providers and managed service partners to resolve incidents quickly.
• Maintain visibility over assigned tickets, ensuring communication and resolution timeframes meet expectations.
• Assist with incident escalations, root-cause analysis and documenting known fixes.
• Perform routine checks on POS devices, networks and key venue systems to minimise downtime.
• Travel to venues across VIC and interstate as needed for support, project work or urgent system issues.

Projects and Initiatives

• Support venue openings, refurbishments, POS deployments and hardware refreshes.
• Assist with menu changes, seasonal promotions and POS configuration tasks when required.
• Contribute to small system or process improvements that reduce repeat incidents and uplift reliability.
• Work with the IT Manager to identify improvements that reduce ticket volume and enhance service levels.

Systems and Network Support

• Support onboarding/offboarding processes, including device builds and account setup.
• Assist with Office 365 applications, Teams, shared mailboxes, MDM and basic Azure identity troubleshooting.
• Troubleshoot venue network issues, including cabling, VLANs, SSIDs, WAN outages and general connectivity problems.
• Help maintain IT asset registers covering POS terminals, laptops, tablets and network infrastructure.

Training and Documentation

• Create and maintain clear support documentation, troubleshooting guides and venue procedures.
• Support Support Office teams with basic device training, ticketing processes and troubleshooting skills.
• Maintain internal knowledge articles to help reduce repeat issues and contribute to continuous improvement.

What You'll Bring

• Experience providing IT support across hardware, software and network environments.
• Ability to troubleshoot POS systems, including menus, peripherals, KDS and pricing updates.
• Strong communication skills with a helpful, people-focused approach.
• Practical understanding of networking fundamentals — IP addressing, DNS, DHCP, Wi-Fi and switching.
• Solid troubleshooting ability with a willingness to take ownership of issues.
• Experience working with vendors and internal teams to resolve incidents end-to-end.
• Organised and proactive mindset with strong documentation habits.
• POS experience advantageous; Bepoz experience highly advantageous.
• Current driver's licence and reliable transport (travel to venues required).
• Flexibility to occasionally work after-hours or weekends during critical outages, deployments or venue go-lives.

Why Join Us?

• Work across national hospitality brands including The Sporting Globe, TGI Fridays and Varsity.
• Flexibility to work from home 1 day per week.
• Exposure to a broad mix of technology — POS, networking, devices, cloud platforms and more.
• Fast-moving environment with opportunities for technical growth.
• Supportive, down-to-earth tech team with strong cross-department collaboration.
• Brand discounts and involvement in meaningful technology improvements.

Ready to Raise the Bar?

If you're an IT Support Analyst who thrives in a hands-on environment, loves solving problems and enjoys supporting teams across a dynamic hospitality network, we'd love to hear from you.