Junior Technical Support Analyst - Level 2

Location: Australia

Full time

Location Type

Hybrid

Department

Services & Support

Deadline to Apply

July 20, 2026 at 2:00 PM GMT

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

- 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.

Additional 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)
- Cloud/SaaS platform familiarity (Microsoft 365)
- Explicit 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)

Responsibilities

- Determine the difference between service requests, incidents, and problems, and categorise ticket priorities based on business impact.
- Decide on the most appropriate troubleshooting approach for intermediate technical issues within their competency level.
- Determine when a ticket or issue requires escalation to a Senior Analyst, development team, or external vendor.
- Judge when to create or contribute to knowledge base articles or process documentation based on recurring issue patterns.
- Disarm the office security alarm when rostered for early shift.
- Decide when a resolution approach requires senior guidance before proceeding, and proactively seek that support.
- Identify and flag improvement opportunities to the Support Desk Manager for consideration.

Equal Employment Opportunity Statement

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 . If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor’s website.

#J-18808-Ljbffr

📌 Junior Technical Support Analyst - Level 2 (City of Sydney)
🏢 Punchh
📍 City of Sydney