Technical Support Engineer

*PLEASE READ: If interested please apply via our Dayforce platform - link - https://jobs-internal.dayforcehcm.com/en-AU/vivaenergyau/INTERNALCANDIDATEPORTAL/jobs/6396?m=NgfUCJMj0ESy1Z06YCE7ug

Who We Are
OTR Group comprises over 1,000 retail, convenience, and quick service restaurants – including brands such as Reddy Express (formerly known as Coles Express), SmokeMart Giftbox, and in S.A., Krispy Kreme, Hungry Jack’s, Oporto, Guzman y Gomez and many others. OTR Group is part of the Viva Energy Australia Group – an ASX-listed company helping Australians reach their destination by refining, importing, and distributing energy products while building a safe and sustainable energy future for all Australians.

With Viva Energy Australia’s national footprint and OTR’s history of industry-leading innovation, there has never been a more exciting time to join the OTR Group as we set out to redefine the retail landscape in Australia.

The Role
Reporting to the Service Delivery Manager, the Technical Support Engineer plays a critical role in resolving escalated technical issues beyond the scope of Level 1 support. You will diagnose, troubleshoot, and resolve complex hardware, software, and network problems to minimise downtime and maintain the effective operation of business systems. This role also involves collaborating across departments, leading preventative solutions, and training support staff to enhance efficiency.

Responsibilities
As a Technical Support Engineer, you will:

• Handle escalated technical issues from Level 1 support and resolve them in a timely manner.

• Diagnose and fix complex hardware, software, and network problems.

• Perform system updates, configurations, and network troubleshooting.

• Collaborate with other technical teams to resolve multi-faceted incidents.

• Engage with internal departments to ensure flexible and thorough problem-solving.

• Identify recurring issues and recommend long-term preventative solutions.

• Test and deploy new software or hardware systems, ensuring stability prior to full rollout.

• Maintain detailed technical documentation for future reference and knowledge sharing.

• Train Level 1 staff on common and recurring issues to boost team capability.

• Escalate critical or unresolved incidents to Level 3 support with comprehensive handover details.

What We Offer

• Join a leading South Australian company renowned for innovation and excellence in retail and technology.

• Be part of a growing national organisation with opportunities to contribute to cutting-edge IT solutions.

• Access to exclusive staff benefits via our OTR App.

• Free and confidential Employee Assistance Program (EAP) support.

About You

• Proven experience in technical support, IT troubleshooting, or systems administration.

• Strong diagnostic and problem-solving skills with a proactive approach.

• Proficiency in hardware, software, and network troubleshooting.

• Experience with enterprise systems and infrastructure support (e.g., D365).

• Strong communication skills to engage with stakeholders at all levels.

• Ability to work independently and collaboratively in a fast-paced environment.

• Experience in retail, convenience, grocery, or QSR environments is highly desirable.

We welcome applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander people, and encourage and support diversity in our traditional and non-traditional roles.

Please note: This role is being sourced by our internal Talent Acquisition team; therefore, we will not be accepting applications via external recruitment agencies.