IT Support Analyst – Southbank (Full Time) – Signature Hospitality Group
Signature Hospitality Group is home to Australia's most iconic food, drink, and good-times destinations, including The Sporting Globe, TGI Fridays, and Varsity. With 50+ locations across the country, we deliver guest-obsessed experiences through world-class hospitality and technology.
How you'll win
This role is ideal for a hands-on support all-rounder who enjoys variety, problem-solving, and working closely with venue and support office teams. You'll troubleshoot POS, network, hardware, and software environments to keep systems stable and users happy.
Responsibilities
Provide first and second-level IT support to venues and the support office.
Troubleshoot POS issues across terminals, menus, price updates, vouchers, printing, KDS, and connectivity.
Resolve general IT support needs including Windows devices, tablets, email, accounts, peripherals, and remote access.
Assist with network troubleshooting across switches, routers, wireless access points, and internet links.
Work with vendors such as Bepoz, Oolio, NBN providers, and managed service partners to resolve incidents quickly.
Maintain visibility over assigned tickets, ensuring communication and resolution timeframes meet expectations.
Assist with incident escalations, root-cause analysis, and documentation of known fixes.
Perform routine checks on POS devices, networks, and key venue systems to minimise downtime.
Travel to venues across VIC and interstate as needed for support, project work, or urgent system issues.
Projects and Initiatives
Support venue openings, refurbishments, POS deployments, and hardware refreshes.
Assist with menu changes, seasonal promotions, and POS configuration tasks when required.
Contribute to small system or process improvements that reduce repeat incidents.
Work with the IT Manager to identify improvements that reduce ticket volume and enhance service levels.
Systems and Network Support
Support onboarding/offboarding processes, including device builds and account setup.
Assist with Office 365 applications, Teams, shared mailboxes, MDM, and basic Azure identity troubleshooting.
Troubleshoot venue network issues, including cabling, VLANs, SSIDs, WAN outages, and general connectivity problems.
Help maintain IT asset registers covering POS terminals, laptops, tablets, and network infrastructure.
Training and Documentation
Create and maintain support documentation, troubleshooting guides, and venue procedures.
Support support office teams with basic device training, ticketing processes, and troubleshooting skills.
Maintain internal knowledge articles to reduce repeat issues and support continuous improvement.
What you'll bring
Experience providing IT support across hardware, software, and network environments.
Ability to troubleshoot POS systems, including menus, peripherals, KDS, and pricing updates.
Strong communication skills with a helpful, people-focused approach.
Practical understanding of networking fundamentals – IP addressing, DNS, DHCP, Wi-Fi, and switching.
Solid troubleshooting ability with a willingness to take ownership of issues.
Experience working with vendors and internal teams to resolve incidents end-to-end.
Organised and proactive mindset with strong documentation habits.
POS experience advantageous; Bepoz experience highly advantageous.
Current driver's licence and reliable transport (travel to venues required).
Flexibility to occasionally work after-hours or weekends during critical outages, deployments, or venue go-lives.
Why join us
Work across national hospitality brands including The Sporting Globe, TGI Fridays, and Varsity.
Flexibility to work from home one day per week.
Exposure to POS, networking, devices, cloud platforms, and more.
Fast-moving environment with opportunities for technical growth.
Supportive, cross-department tech team.
Brand discounts and meaningful technology improvements.
Ready to raise the bar?
If you're an IT Support Analyst who thrives in a hands-on environment, loves solving problems, and enjoys supporting teams across a dynamic hospitality network, we'd love to hear from you.
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