SME Store & Enterprise Helpdesk Engineer

About the role

This role is part of the client’s IT team supporting end‑users and systems across the ANZ region in a retail environment. You will ensure the uptime of complex hardware and applications, enabling users to perform their job functions efficiently.

Key responsibilities

• Monitor and maintain the health of critical IT applications such as Store Central, SignIQ, R10 Central and Warehouse Management Systems using Splunk.
• Remediate incidents with SCCM, RDP and Citrix tools and flag any breaches of service deadlines.
• Use ServiceNow to track trends, perform root‑cause analysis and drive corrective and preventive actions.
• Communicate impacts to process owners and stay informed on major incidents affecting business revenue.
• Ensure vendor SLA compliance and support the transition of new technologies from project to BAU.
• Conduct store visits with Service Delivery Managers and manage access provisioning via Azure Admin, Google Admin and Active Directory.

Required profile

• Minimum 4 years of Level 1 technical support experience.
• Strong knowledge of ITSM and ITIL frameworks; ITIL certification preferred.
• Experience supporting retail and warehouse IT infrastructure, including hardware, applications and servers.
• Proven ability to manage end‑to‑end incident lifecycles in a multi‑partner environment.

Required skills

• ITSM / ITIL processes
• ServiceNow incident and problem management
• SCCM, RDP, Citrix
• Splunk monitoring
• Azure Admin, Google Admin, Active Directory
• Hardware and application support in retail settings