SME Store & Enterprise Helpdesk Engineer

About the role

The SME Store & Enterprise Helpdesk role supports end‑users and critical retail systems across the ANZ region. You will ensure high availability of hardware, applications and warehouse management tools, working closely with multiple vendors to meet business SLAs.

Key responsibilities

• Monitor and maintain health of core IT applications such as Store Central, SignIQ, R10 Central and Warehouse Management Systems using Splunk.
• Diagnose and remediate incidents via SCCM, RDP and Citrix, escalating when deadlines are breached.
• Analyse incident trends in ServiceNow, perform root‑cause analysis and drive corrective and preventive actions.
• Maintain Active Directory and cloud identity platforms (Azure AD, Google Admin) for access provisioning.
• Communicate impact of incidents to process owners and ensure vendors adhere to SLA commitments.
• Support transition of new technologies from project to business‑as‑usual, including on‑site store visits.

Required profile

• Minimum 4 years of Level 1 technical support experience in a retail or warehouse IT environment.
• Certified ITIL professional with solid knowledge of ITSM and ITIL frameworks.
• Proven ability to manage end‑to‑end incident lifecycle and problem management.
• Experience working with multi‑partner environments and delivering within defined SLAs.

Required skills

• ITSM tools: ServiceNow
• Configuration management: SCCM
• Remote access: RDP, Citrix
• Monitoring: Splunk
• Identity & access: Azure Active Directory, Google Admin, Active Directory
• Retail applications: Store Central, SignIQ, R10 Central, Warehouse Management Systems