About this role
The Careers are Better at Hungry Jack's!
At Hungry Jack's we are looking for a ICT Support Technican t to help ensure our restaurant technology is reliable, efficient and always ready to support our teams and guests.
This is a hands-on role where you'll work across a broad range of technologies, applications and hardware, supporting restaurants across Australia.
What You'll Be Doing
As part of our National IT team, you'll play a key role in supporting the technology that keeps our restaurants running every day. Your responsibilities will include:
• Providing day-to-day support for restaurant applications, systems and technology.
• Responding to software and hardware enquiries and troubleshooting technical issues escalated by the IT Service Desk.
• Determining software and hardware requirements to deliver practical, effective solutions for our restaurants and support teams.
• Installing, configuring and maintaining software, hardware and peripheral devices including printers, terminals, POS equipment and other restaurant technology.
• Downloading, deploying and maintaining software updates and assisting with new application rollouts.
• Adapting and configuring existing applications to meet changing business and operational requirements.
• Working with internal IT teams and external vendors to investigate and resolve more complex technical issues.
• Acting as an escalation point for restaurant technology issues and ensuring incidents are resolved within agreed service levels.
• Visiting restaurant locations to install, configure and troubleshoot technology when required.
• Supporting the implementation and maintenance of computer networks to ensure systems remain secure, reliable and operational.
• Assisting with the design, maintenance and ongoing support of business websites and online applications where required.
• Monitoring vendor performance and helping ensure service level agreements (SLAs) are achieved.
• Preparing service performance reports, incident updates and technical documentation.
• Developing user guides, training materials and support resources to help restaurant teams get the most from our technology.
• Communicating planned maintenance, outages and system updates to key stakeholders.
• Collaborating with cross-functional teams to continuously improve systems, processes and service delivery.
• Providing technical support via phone, email and remote support tools, with some work in a service desk or call centre environment as required.
• Supporting the delivery of national technology initiatives that help make Hungry Jack's Bigger, Better, Faster and Stronger.
About You You'll be someone who enjoys solving problems, building relationships and delivering outstanding customer service. Ideally you'll have:
• Experience in IT Service Delivery, Service Desk or Application Support.
• Strong troubleshooting and root cause analysis skills.
• Experience supporting software, hardware and business applications.
• A good understanding of Microsoft Windows operating systems and basic networking concepts.
• Experience providing remote technical support.
• Excellent written and verbal communication skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Strong documentation and organisational skills.
• A passion for technology and a desire to continuously learn and develop.
• Experience within the Quick Service Restaurant (QSR), hospitality or retail industries.
• Experience supporting POS systems, particularly NCR.
• Vendor management experience.
• Knowledge of ITIL or IT Service Management practices.
• A qualification in Information Technology or a related discipline.
Why Hungry Jack's?
At Hungry Jack's, you'll be joining a supportive and collaborative National IT team where your work has a real impact on the day-to-day operations of one of Australia's most recognised brands. In return, you'll enjoy:
• A varied and rewarding role where no two days are the same.
• Exposure to large-scale national IT operations and restaurant technology.
• Opportunities to work on exciting technology projects and system rollouts.
• Ongoing learning and career development.
• A supportive team environment that values collaboration, innovation and continuous improvement.
• The opportunity to make a genuine difference to thousands of team members and millions of guests every year.