Title:  Senior Technical Support Specialist

About Us

Sigma Healthcare is powering pharmacy! We have the largest pharmacy network in Australia with trusted brands including Chemist Warehouse, Amcal, Discount Drug Stores and Ultra Beauty! We are powered by our dedicated people and our leading Australian full line pharmacy wholesale and distribution business that delivers medicines to any pharmacy anywhere in Australia. With Chemist Warehouse now operating in four countries outside Australia, we continue to expand our reach

At Sigma Healthcare, we celebrate diversity and encourage applications from all backgrounds, identities, and abilities. If you have the right to live and work in Australia and are open to working in our Preston office, we’d love to hear from you.

About the role

The Senior Technical Support Specialist acts as a subject matter expert across global retail, distribution, and corporate IT environments. This role owns the technical resolution of complex incidents, root cause analysis, and the implementation of permanent fixes. The role is accountable for technical correctness, sustainability of solutions, and optimisation of supported services to ensure service continuity in a 24/7 dynamic environment

Role Responsibilities

• Act as the senior escalation point for complex and high-impact incidents, including participation in the after-hours on-call roster as required.
• Lead root cause analysis, known error management, and the design and implementation of permanent solutions to prevent recurring issues.
• Drive major incident investigations and facilitate post-incident reviews to strengthen service resilience and operational maturity.
• Provide expert technical support across POS, pharmacy, logistics, enterprise applications, and core infrastructure platforms.
• Troubleshoot and resolve complex issues across server, network, unified communications, EUC, audio-visual, and related technologies.
• Ensure supported systems remain stable, secure, and operationally supportable through proactive monitoring and continuous improvement.
• Technically lead complex changes, lifecycle initiatives, and refresh programs across POS, infrastructure, and network environments.
• Validate change design, testing, and implementation strategies to ensure successful and low-risk delivery.
• Lead or manage technical project workstreams where required, including planning, execution, documentation, and transition into BAU support.
• Own and continuously improve technical runbooks, standards, and escalation documentation across the support function.

About You

• Tertiary qualification in IT or related discipline (or equivalent practical experience).
• 7+ years’ experience in IT support, including 4+ years in advanced technical, specialist, or technical leadership roles
• Proven experience supporting complex, enterprise-scale environments, ideally within healthcare or highly regulated industries.
• Strong troubleshooting and analytical capability across infrastructure, end-user, network, and application domains.
• Experience supporting multi-site environments (e.g. retail stores, distribution centres, and corporate offices).
• Excellent communication skills with the ability to influence stakeholders and translate technical concepts into business outcomes.
• Hands-on experience with enterprise platforms and tooling such as ServiceNow, SharePoint, and Confluence.
• Experience delivering automation and performance improvements using scripting, APIs, or Power Platform technologies.
• Strong experience working with third-party vendors and managed service providers to deliver reliable technical outcomes.
• Relevant technical certifications such as Microsoft, Cisco, VMware, or CompTIA highly regarded.

Benefits

When you join Sigma Healthcare, you join an Australian success story with over 100 years of proud history. Also, on offer is the opportunity to:

• Receive a competitive salary package
• Advance your skills and experience through ongoing training and development
• Be part of a progressive, supportive and highly skilled team
• Enjoy great employee benefits and access to health & wellbeing programs
• Free annual flu vaccinations
• Staff discounts on all brands