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Junior technical support Analyst

Par%20technology · Sydney, New South Wales, United States
// classified as
Other (Adjacent or hard to classify.)
posted
1d ago
location
Sydney, New South Wales, United States
languages
sql
tools
—
> stack
sql
> education
bachelorsms
> 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:

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 (often the deciding factor at junior level)

    • 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 prioritise 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 worth listing separately

    • 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: What you will be doing and owning:

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:

  • 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 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. 

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