Junior technical support Analyst - Level 2

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.

This role is designed as a structured growth position, with increasing autonomy and responsibility as competency is demonstrated. The position is located in Sydney, Australia - Mona Vale - Northern Beaches and reports to the Support Desk Manager.

Requirements

• 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: Basic troubleshooting of hardware, software, and networking (Wi-Fi, VPN, printers); Familiarity with ticketing systems (Salesforce, Jira Service Management); Windows support experience; basic Active Directory/user account admin; Understanding of ITIL fundamentals (incident, problem, change management); Remote desktop support tools (TeamViewer, AnyDesk, etc.); Cloud/SaaS platform familiarity (Microsoft 365)
• Soft Skills: Clear written and verbal communication, especially explaining technical issues to non-technical users; Patience and a customer-service mindset; Problem-solving and logical troubleshooting approach; Ability to prioritize and manage multiple tickets/tasks; Willingness to learn and adapt quickly (given the "junior" level, learning agility matters more than deep expertise); Team collaboration and escalation etiquette (knowing when to hand off to Tier 2/3)
• Nice-to-haves: Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals); Basic scripting or command-line comfort (not usually required at junior level, but a strong plus); Study or qualification in IT, computer science, or related field; Prior helpdesk, retail, or customer service experience; Experience in the Hospitality/Services industry is a plus

Unleash Your Potential

The Junior Technical Support Analyst (Level 2) is responsible for:

• 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.
• Disarming the office security alarm when rostered for early shift.
• 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

• Phone Call with Talent Acquisition Team
• Video interview with the Line Manager (via MS Teams)
• Video interview with the Head of the Department (via MS Teams)

Equal Employment Opportunity

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 accommodations@partech.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.