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About the Role

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.

Responsibilities

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.

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.

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)
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
Team collaboration and escalation etiquette
Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals)
Basic scripting or command-line comfort
Study or qualification in IT, computer science, or related field
Prior helpdesk, retail, or customer service experience
Experience in the Hospitality/Services industry

Location

Sydney Australia - Mona Vale - Northern Beaches

Work Type

Full-time

Experience Level

Junior
1-2 years

Education Level

Bachelor’s degree in IT or equivalent qualification, or demonstrated equivalent practical experience.

About the Company

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.
TASK designs and develops enterprise Point-of-Sale and customer engagement platforms for the global hospitality and retail industry.

Equal 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.