Full job description

Company Description

Our collaborative culture sets us apart. We help experts become true specialists and provide the long-term structure and platform to accelerate their success.

Job Description

We are currently seeking a dedicated Technical Support Officer to support our continually expanding business. This role will be based in the Sydney CBD, and will contribute their skills and expertise to our collaborative and supportive team.

Reporting into the Service Delivery Manager, this role will be responsible for providing exceptional customer service to all levels of the NSW business in an efficient, personal, and professional manner.

Some of the key responsibilities in this role include:

• Identifying and proactively resolving IT issues, primarily for the Sydney offices.
• Providing first and second level hardware and software support.
• Adhering to all processes and documenting procedures accordingly.
• Making recommendations on upgrades and replacements when necessary.
• Proactively building the IT brand via local delivery of customer facing technology initiatives.
• Participate in projects as required.

Qualifications

To be successful in this role, you will have at least 3 years of experience in a similar position at Level 2-3 helpdesk with the below mentioned technologies and systems.

Key technologies you will be familiar with:

• Windows 11
• MS Office 365 – Outlook, Excel, Word, PowerPoint, One Note, One Drive, SharePoint, MS Teams.
• Citrix.
• Azure.
• Audio and Visual (conferencing).
• SCCM.
• Intune.
• ServiceNow.
• 
  

Full job description

Are you a customer‑focused IT professional who enjoys problem‑solving and keeping systems running smoothly in a fast‑paced retail environment?

We’re looking for a Service Desk Engineer to be the first point of contact for IT support across the Minor DKL Food Group. This role suits someone who enjoys supporting people and stores, troubleshooting issues, and delivering reliable IT services across a national network.

Who are we?

Minor DKL Food Group is a leading Australian retail food franchisor and the Australian subsidiary of the Thai-listed Minor International PCL. With brands including The Coffee Club and Veneziano Coffee, and boasting over 400 stores across 11 countries, our network employs more than 5,000 people.

For 35 years, The Coffee Club has been an iconic & beloved staple in Australia. The Coffee Club was built on a foundation of family, friends, and meeting customer needs. We’re more than just a café; we’ve created a space that’s casual yet sophisticated, stylish yet affordable. Today, we’re one of the world’s largest Australian café chains, serving millions of loyal customers.

What is the role?

Reporting to the Systems Support Manager, you’ll provide Level 1 and 2 IT support to corporate users and the store network, with a strong focus on POS systems, end‑user support, cloud technologies and service desk operations.

Key Responsibilities Include:

• Provide Level 1 and 2 IT support to corporate users and the store network
• Act as the first point of contact for IT incidents and service requests
• Troubleshoot POS systems (Micros), hardware, software and connectivity issues
• Support end‑user devices including desktops, laptops, printers and peripherals
• Log, triage and manage incidents and requests via Jira Service Desk
• Monitor ticket queues and follow up to ensure timely resolution
• Support user onboarding and offboarding, including device setup and access provisioning
• Assist with identity, access and device management using Entra ID, Intune and Meraki
• Use remote support tools (TeamViewer) to assist users nationally
• Escalate complex issues and contribute to system improvements and documentation

Who are we looking for?

You’re organised, reliable, and enjoy helping people solve technical problems. You remain calm under pressure, communicate clearly, and take pride in delivering consistent, high‑quality support across a diverse user base.

You will bring:

• 1–2 years’ experience in an IT support or service desk role
• Experience supporting POS systems (Micros highly regarded)
• Strong knowledge of Microsoft operating systems and Office 365
• Experience with Microsoft Entra ID, including conditional access and role‑based access control
• Exposure to ITSM tools (Jira Service Desk) and remote support tools (TeamViewer)
• Experience supporting laptops, desktops, printers and peripheral devices
• Understanding of cloud networking technologies (Meraki)
• Strong communication, organisation and problem‑solving skills
• High attention to detail and ability to manage competing priorities
•