Position Summary
Location: Head Office – Hillsdale NSW (supporting head office, manufacturing facility, and 10 retail stores across Sydney)
Employment Type: Full-time, ongoing
Position Title: ICT Support Technician (ERP, Network & Web Systems)
ANZSCO Code: ****** – ICT Support Technicians nec
Employer: Panayi Providores Panayi Retail Group Pty Ltd
Salary: $77,000 – $85,000 + Superannuation
Panayi Providores is a food manufacturing and multi-site retail business with a central production facility and approximately 10 retail outlets across Sydney.
The ICT Support Technician is responsible for ensuring continuous operation, security, and integration of the company's ERP systems, point-of-sale environments, inter-branch networks, and digital platforms.
The role is critical to maintaining real-time stock control, production planning, order fulfilment, retail sales processing, and online customer engagement across the business.
Business Context
A central food production and manufacturing facility
Head office ERP and finance environment
10 retail outlets requiring constant POS, network, and system connectivity
An internal website and online ordering presence
Integrated supplier, inventory, and distribution systems
Any system downtime directly impacts:
Retail sales transactions
Stock availability and replenishment
Production scheduling
Financial reporting and invoicing
Customer orders and brand reputation
Key Duties and Responsibilities
ERP & Business Systems
Install, configure, maintain and support SAGE X3 ERP systems used for inventory control, production planning, supplier ordering, invoicing and reporting.
Ensure accurate and real-time data synchronisation between head office, manufacturing operations and retail outlets.
Support ERP users across departments including production, administration, finance and store management.
Retail & POS Systems
Maintain and support POS systems across 10 retail locations, ensuring uninterrupted sales processing.
Troubleshoot POS hardware, software and connectivity issues to minimise revenue loss.
Coordinate POS updates, patches and configuration changes across all sites.
Network & Infrastructure
Deploy, monitor and maintain LAN/WAN/VPN networks linking head office, factory and retail stores.
Manage routers, firewalls, switches, printers and secure remote access.
Monitor system performance and address faults affecting store-to-head-office connectivity.
Website & Digital Platforms
Maintain internal and public-facing websites using HTML, CSS, JavaScript and CMS platforms.
Implement updates related to product listings, online ordering, promotions and security patches.
Resolve technical issues affecting online customer access and business visibility.
User & Security Management
Manage Microsoft Active Directory, user accounts, access permissions and group policies.
Administer Office 365 email and collaboration systems.
Ensure compliance with internal IT security and data protection policies.
Operational Support & Continuity
Provide daily remote and on-site IT support using monitoring tools such as TeamViewer.
Liaise with external IT vendors and service providers for hardware, backups and cybersecurity.
Document systems, procedures and infrastructure diagrams.
Participate in business continuity and disaster recovery planning, particularly for multi-site operations.
Due to the scale of operations, number of retail outlets, reliance on ERP-driven stock and production systems, and the need for immediate technical response, the duties of this role cannot be absorbed by existing staff or outsourced on an ad-hoc basis.
The ICT Support Technician is required on a full-time basis to ensure operational continuity, data accuracy and system availability across the business.
Qualification & Experience
Essential Skills and Qualifications
Diploma or Associate Degree in Information Technology or similar.
Minimum 1 year of professional ICT experience in a mixed technical role.
3 years of full-time related work experience will substitute for formal qualifications.
Demonstrated experience in ERP system support (preferably SAGE X3 or similar).
Proficiency in Windows-based environments, including Office 365, Active Directory and Microsoft Azure.
Practical knowledge of network infrastructure, including TCP/IP, DNS, DHCP, VPN and remote access configuration.
Experience in managing or updating websites, with working knowledge of HTML/CSS/JavaScript.
Strong documentation skills and the ability to work independently across multiple systems.
About Company
Panayi Providores – Panayi Retail Group Pty Ltd is a bakery manufacturing and retail business with multiple sites across Sydney.
The head office is integrated with the retail stores through a centralised ERP and IT system.
SAGE X3 ERP is used across all business units to coordinate inventory, production and financials, supported by a custom-configured internal IT infrastructure and digital ecosystem.
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