Senior IT Support Engineer

Port Melbourne (transitioning to Heatherton in late 2026)
Full-time Permanent

About the Opportunity

We have an exciting opportunity for a National Stores Senior IT Engineer to join the Total Tools & Hardware Group Team (Metcash) team. This role is responsible for leading and coordinating all technology requirements associated with new store openings, store refreshes and store transitions across our national network, while also providing senior technical support and guidance across stores, support teams and vendor partners.

Working closely with Network Development, IT Operations and external vendors, you'll play a critical role in ensuring store technology environments are delivered successfully and transitioned seamlessly into business-as-usual support.

This position will require regualr travel both locally so a drivers licence and reliable vehicle is essential. You will be required to travel interstate approx 15-20 times per year.

What You'll Be Doing Store & Technology Delivery

• Lead all IT requirements for new store openings, refreshes and store transitions.
• Coordinate cross-functional stakeholders to deliver technology outcomes on time and to standard.
• Provide onsite technical support and project coordination throughout store implementations.
• Manage technology deployment activities including laptops, devices, phones, printers and electronic shelf labels (ESLs).
• Support procurement, equipment ordering and inventory management processes.
• Coordinate the transition of new stores into operational support environments.

Technical Leadership & Support

• Act as a technical escalation point for the Service Desk.
• Troubleshoot and resolve complex incidents across Microsoft, networking and end-user technology environments.
• Support stores, corporate teams and vendors remotely, over the phone and face-to-face.
• Create and maintain knowledge base documentation and support procedures.
• Drive continuous improvement initiatives across processes, systems and support services.

Project & Stakeholder Management

• Participate in infrastructure and technology projects.
• Develop strong relationships with stores, vendors, IT teams and business stakeholders.
• Report on project deliverables, equipment deployment and service performance metrics.
• Champion a customer-first mindset across all interactions.

About You

You'll be a hands-on technology professional who enjoys combining technical expertise with stakeholder engagement and project delivery.

Experience & Knowledge

Strong customer service and support experience
Experience working within Microsoft 365 environments
Equipment provisioning, setup and deployment experience
Basic networking and troubleshooting skills
Experience supporting both onsite and remote users
Experience coordinating technology rollouts or infrastructure projects advantageous
Pronto ERP experience highly regarded

Skills

• Strong problem-solving and troubleshooting capability
• Excellent relationship-building and stakeholder management skills
• Ability to work autonomously while coordinating multiple priorities
• Customer-focused approach with strong communication skills
• Strong attention to detail and commitment to service excellence

Why Join Total Tools Hardware Group (Metcash)?

We're proud to offer a workplace that supports your wellbeing, growth and success:

Extra Leave: Enjoy a 5th week of annual leave, 2 wellbeing days and 1 volunteer day annually

Career Growth: Access learning, development and career progression opportunities

Parental Leave: 12 weeks of gender-neutral paid parental leave for primary carers

Inclusive Culture: Proud Bronze Employer for LGBTQ Inclusion

Wellbeing: Gold accreditation by Mental Health Australia

Flexibility: FlexReady accredited workplace

Team Member Benefits: Exclusive discounts through the Our Local app