Who We Are
OTR Group comprises of over 1000 retail, convenience, and quick service restaurants – including brands such as Reddy Express (formerly known as Coles Express), Smokemart & GiftBox, and in S.A, Krispy Kreme, Hungry Jacks, Oporto, Guzman and Gomez and many others. OTR Group is part of the Viva Energy Australia Group – an ASX-listed company helping Australians reach their destination by refining, importing, and distributing energy products while building a safe and sustainable energy future for all Australians. With Viva Energy Australia’s national footprint and OTR’s history of industry-leading innovation, there has never been a more exciting time to join the OTR Group as we set out to redefine the retail landscape in Australia.
The Role
We have a 6-month secondment opportunity (with potential extension) in the IT Store Experience Technical Support (Level 2) team, based at the Adelaide Site Support Office.
This team plays a critical role in ensuring reliable store technology through advanced troubleshooting, incident resolution, escalation support, and continuous improvement — maximising uptime and reducing disruption across the network.
Working across build and run environments, the team partners with internal stakeholders and vendors to deliver a stable, scalable, and cost-effective support model while reducing recurring incidents and maintaining operational discipline.
This role goes beyond technical support, contributing to improved guest experience, store efficiency, and business performance through identifying pain points and supporting technology uplift.
The role may include travel, flexible work and will does include regular participation in an on-call roster.
Responsibilities
- Provide Level 2 troubleshooting support for store technology issues
- Manage incidents and escalations to minimise disruption
- Maximise uptime through timely resolution and follow-up
- Strengthen escalation pathways and issue management
- Reduce recurring incidents and improve service stability
- Maintain operational discipline and best practice
- Support continuous improvement and technology enhancements
- Improve guest experience and store efficiency through support outcomes
- Partner with internal teams and vendors to deliver effective support
What We Offer
- Join a dynamic, innovative South Australian business
- Be part of a national growth journey
- Access staff benefits through the OTR App
- Free confidential Employee Assistance Program (EAP)
About You
- Strong communication, stakeholder management, and resilience
- Experience with networks, systems, and end-user equipment
- Ability to troubleshoot and resolve complex issues onsite
- Experience managing vendors and contractors
- Strong documentation and governance mindset
- Willingness to travel and work flexibly, including after hours
- Familiarity with OTR and SMGB stores (desirable)
We welcome applicants from diverse backgrounds including Aboriginal and Torres Strait Islander people and encourage and support diversity in our traditional and non-traditional roles.
Please note: This role is being sourced by our internal Talent Acquisition team; therefore, we will not be accepting applications via external recruitment agencies.
