KMD Brands - ANZ Technical Support Specialist
Reporting to the Global Service Delivery Manager, you'll provide advanced technical support across KMD Brands, managing Tier 1 escalations, complex service requests, and supporting store development projects and IT initiatives.
You'll split your time between day-to-day technical support and project delivery, working closely with internal teams, external partners, and retail stakeholders to ensure technology solutions are implemented smoothly and effectively.
As the primary IT contact for our South Melbourne and Torquay offices, you'll also take ownership of local site support and technology assets, while mentoring the Service Desk team and contributing to continuous improvement initiatives.
You will:
Act as the escalation point for complex Tier 1 Service Desk issues
Diagnose and resolve advanced hardware, software, networking, and retail systems problems
Support store openings, refurbishments, and technology implementations across ANZ
Partner with IT Project teams to deliver infrastructure and technology initiatives
Conduct site visits for installations, troubleshooting, project rollouts, and support requirements
Provide business-as-usual support for the South Melbourne and Torquay offices
Manage local IT assets and act as the primary technology contact for both sites
Create and maintain technical documentation, procedures, and knowledge articles
Coach and support Tier 1 team members through knowledge sharing and technical guidance
Collaborate with stakeholders across the business to improve service delivery and operational efficiency
What We’re Looking For…
You'll be a technically capable and customer-focused IT professional who enjoys balancing hands-on support with project-based work. You're a natural problem solver who can confidently tackle complex technical issues while building strong relationships across a diverse stakeholder group.
You'll bring:
Experience in a Service Desk, Technical Support, Systems Support, or similar IT role
Strong troubleshooting skills across hardware, software, networking, and Microsoft environments
Experience supporting retail technology environments and store-based systems
A proactive approach to problem solving and continuous improvement
Excellent communication skills and the ability to explain technical concepts to non-technical audiences
Experience working on IT projects, implementations, and deployments
Strong documentation and knowledge management skills
The ability to prioritise competing demands in a fast-paced environment
A collaborative mindset and passion for supporting and developing others