Service Desk Engineer

Are you a customer-focused IT professional who enjoys problem-solving and keeping systems running smoothly in a fast-paced retail environment?

We're looking for a Service Desk Engineer to be the first point of contact for IT support across the Minor DKL Food Group. This role suits someone who enjoys supporting people and stores, troubleshooting issues, and delivering reliable IT services across a national network.

Who are we?

Minor DKL Food Group is a leading Australian retail food franchisor and the Australian subsidiary of the Thai-listed Minor International PCL. With brands including The Coffee Club and Veneziano Coffee, and boasting over 400 stores across 11 countries, our network employs more than 5,000 people.

For 35 years, The Coffee Club has been an iconic & beloved staple in Australia. The Coffee Club was built on a foundation of family, friends, and meeting customer needs. We're more than just a café; we've created a space that is casual yet sophisticated, stylish yet affordable. Today, we're one of the world's largest Australian café chains, serving millions of loyal customers.

What is the role?

Reporting to the Systems Support Manager, you'll provide Level 1 and 2 IT support to corporate users and the store network, with a strong focus on POS systems, end-user support, cloud technologies and service desk operations.

Key Responsibilities Include:

• Provide Level 1 and 2 IT support to corporate users and the store network
• Act as the first point of contact for IT incidents and service requests
• Troubleshoot POS systems (Micros), hardware, software and connectivity issues
• Support end-user devices including desktops, laptops, printers and peripherals
• Log, triage and manage incidents and requests via Jira Service Desk
• Monitor ticket queues and follow up to ensure timely resolution
• Support user onboarding and offboarding, including device setup and access provisioning
• Assist with identity, access and device management using Entra ID, Intune and Meraki
• Use remote support tools (TeamViewer) to assist users nationally
• Escalate complex issues and contribute to system improvements and documentation

Who are we looking for?

You're organised, reliable, and enjoy helping people solve technical problems. You remain calm under pressure, communicate clearly, and take pride in delivering consistent, high-quality support across a diverse user base.

You will bring:

• 1-2 years' experience in an IT support or service desk role
• Experience supporting POS systems (Micros highly regarded)
• Strong knowledge of Microsoft operating systems and Office 365
• Experience with Microsoft Entra ID, including conditional access and role-based access control
• Exposure to ITSM tools (Jira Service Desk) and remote support tools (TeamViewer)
• Experience supporting laptops, desktops, printers and peripheral devices
• Understanding of cloud networking technologies (Meraki)
• Strong communication, organisation and problem-solving skills
• High attention to detail and ability to manage competing priorities

Why should you come work for us?

We're proud of our collaborative, high-energy workplace where expertise is valued, ideas are welcomed, and people genuinely support one another.

• Working from our modern Southbank office, close to public transport and great local amenities
• A supportive team environment with strong collaboration across HR, Payroll, and Finance
• Flexible working arrangements to support work-life balance
• A range of employee benefits including employer-funded paid parental leave, purchased annual leave, and access to subsidised training and development programs
• Barista-quality coffee every day

#J-18808-Ljbffr