Technical Support Analyst

About Us
Mad Mex is back to its OG roots! Fighting for Flavour, Defending for Freshness, and always bringing a Por El Sabor (for the flavour) attitude to everything we do.

We’re not here to play it safe or serve bland, boring “Mexican”. We’re here to bring big, bold, unapologetically Mexican flavours to Australia and build the most loved Mexican brand in the country while we do it.

With over 75 restaurants and growing fast, we’re entering our next phase of growth, investing in our brand, story, culture and familia, and bigger, bolder ways to bring Por El Sabor to life.

About the Role
We’re looking for a Technical Support Specialist to be the first point of contact for IT support across our Support Office and restaurants. You’ll solve problems, keep our technology running and find smarter ways to support our people.

What You’ll Be Doing

Service Desk & Technical Support

• Manage, prioritise and resolve IT i ---------- and requests through our Jira Service Management helpdesk.
• Provide first-contact support and escalate complex, multi-system or vendor issues when required.
• Support Support Office and restaurant users across Windows, macOS, Microsoft 365, hardware, peripherals, mobile devices and remote environments.
• Troubleshoot POS, EFTPOS, online ordering, loyalty, delivery and restaurant technology.
• Provide support for internet, Wi-Fi, networks, modems, routers, switches, 4G/NBN, VOIP, Teams telephony, meeting room and conferencing equipment.
• Use logical diagnostic techniques to identify root causes and deliver practical solutions.
• Maintain helpdesk reporting, alerts, ticket performance and recurring-issue trends.
• Create and maintain knowledge base articles, technical documentation and how-to guides.

IT Operations & Systems

• Complete daily IT operational checks covering backups, exports, data synchronisation, networks and business-critical processes.
• Maintain and administer Wi-Fi, firewalls, routers, switches, access points, printers, CCTV and telephony systems.
• Support Microsoft 365 Admin Centre, Microsoft Azure, Entra ID, Intune, SharePoint Online and Windows Server.
• Assist with user and device onboarding, Active Directory, Group Policy, server applications, backups, disaster recovery, mailboxes and Microsoft licensing.
• Maintain IT assets, software, licensing, procurement records, systems documentation and internal IT databases.
• Maintain networking hardware and systems across our restaurants.
• Source, test and implement new hardware, software and technology solutions.
• Liaise with vendors and consultants to keep business applications and systems operating smoothly.

Restaurant Technology & Business Systems

• Manage POS change requests, including pricing, discounts, menu items, POS buttons, LAM buttons and touchscreen configurations.
• Work with Marketing, Supply Chain, Operations, IT and restaurants to deliver POS and system changes.
• Support our CRM, BI, loyalty and online ordering platforms.
• Work with SQL and reporting tools including Power BI, BI Cube and SSRS.
• Provide input and support across business and technology projects.

Continuous Improvement, Automation & AI

• Identify recurring issues and improve processes, systems and support practices.
• Work with vendors on POS and application development, feature releases, bug fixes and system improvements.
• Standardise and optimise POS systems and processes.
• Identify, evaluate and implement business and technology improvements.
• Design, build, test and implement automation that improves efficiency.
• Identify opportunities to use AI and automation for repetitive support tasks, while applying sound judgement and responsible data practices.
• Identify improvements across Microsoft 365, Azure, Entra ID, Intune, SharePoint and Windows Server.
• Gather feedback from restaurants and stakeholders to continuously improve our systems and processes.
• Support upgrades and improvements across CRM, BI, workflows and automation.

What You Bring

• 3+ years' experience in technical or application support.
• Experience across service desk, infrastructure, networking and desktop support.
• Strong working knowledge of Microsoft 365, Entra ID, Intune, Active Directory, Group Policy, Windows desktop/server and SharePoint Online.
• Experience with Jira Service Management or a similar ITSM platform.
• Knowledge of i ---------- , request and change management; ITIL Foundation is an advantage.
• Experience with remote support tools such as Intune Remote Help, TeamViewer or similar.
• Understanding of network and infrastructure troubleshooting and maintenance.
• Strong communication skills and confidence supporting remote and multi-site users via phone, chat and remote sessions.
• A proactive approach to documentation and knowledge management.
• Experience or exposure to SQL, Power BI, SSRS, BI/reporting, scripting, workflow automation or AI-assisted support is advantageous.
• A strong restaurant-first mentality, knowing when a technology issue needs to be prioritised because it impacts our restaurants and customers.
• Most importantly, you’re customer-focused, curious, proactive and ready to Own It.

Why Mad Mex?

You’ll join a fast-growing Familia where technology directly impacts our restaurants, our people and our customers.

There’s plenty of opportunity to learn, innovate, improve and make your mark.

Bring your tech skills. Bring your problem-solving game. Bring the Por El Sabor.

Please include a link to your CV and your monthly salary expectations with your application. Only shortlisted candidates will be contacted. We can’t wait to see the spice you’ll bring to the table!