Title:  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 Technical Support Specialist provides technical support for global retail stores, distribution centres, and support offices. The role focuses on the effective execution and resolution of incidents, requests, and technical issues escalated from first line support across POS systems, pharmacy applications, logistics platforms, and corporate IT environments. This role is responsible for resolving issues within defined support boundaries and escalating complex or systemic issues in line with established escalation pathways to ensure service continuity in a 24/7 dynamic environment.

Key Responsibilities

• Deliver responsive Level 2 support by resolving incidents and service requests within agreed SLAs, accurately diagnosing issues and implementing approved fixes or workarounds.
• Provide advanced troubleshooting across Windows, macOS, mobile, and retail technologies, including POS systems, pharmacy applications, warehouse platforms, and corporate environments.
• Support core infrastructure services such as Windows Server, Active Directory, DNS, DHCP, and perform basic network troubleshooting across LAN, WAN, VPN, and wireless environments.
• Participate in the after-hours on-call roster to ensure business-critical systems remain available and supported.
• Identify, escalate, and collaborate on complex, recurring, or high-impact issues, contributing to root cause analysis and problem management activities.
• Execute approved changes, patching, and updates in line with defined change, testing, and rollback procedures
• Support device lifecycle and refresh activities, ensuring hardware and software remain secure, current, and fit for purpose.
• Contribute to project delivery by assisting with deployments, testing, documentation, and smooth transition into BAU support.
• Create and maintain high-quality knowledge base articles aligned to KCS practices, and ensure configuration and asset data is accurately maintained in the CMDB.

About You

• Tertiary qualification in IT or a related discipline (or equivalent practical experience).
• 5+ years’ experience in IT support roles, including at least 2+ years in Level 2 / second-line support.
• Experience supporting retail, warehouse, or operational environments highly regarded.
• Professional experience within the healthcare industry is advantageous.
• Hands-on experience with SharePoint and modern workplace technologies.
• Relevant certifications such as ITIL, Microsoft, or CompTIA Network+ desirable.
• Strong troubleshooting and analytical skills across multiple technology domains.
• Excellent communication skills with a strong customer-service mindset.
• Proven ability to prioritise and manage multiple tasks in a fast-paced environment.

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