The Role
Synergy Enterprise Solutions is growing, and we're on the lookout for a Level 1 Technical Support Officer to support our clients based in Australia and New Zealand.
In this role, you'll help maintain, monitor, and support our best-of-breed contact centre, telecommunications, and customer experience platforms — both for Synergy internally and for our customers.
You'll act as the first point of contact for customer support requests, working across a mix of technical troubleshooting, customer guidance, and internal collaboration. This role offers hands-on exposure to modern, cloud-based technologies and is ideal for someone early in their IT support career who's ready to take the next step.
This role is based in Wellington (New Zealand) or Sydney (Australia). Applicants must hold a valid visa or work rights.
Duties and Responsibilities
Acting as the first point of contact for customer support requests and incidents
Troubleshooting and resolving both simple and more complex technical issues, escalating where appropriate
Providing clear guidance to customers on how to use their Synergy-provided customer experience and telephony solutions
Managing ticket escalations with vendors and third-party providers
Monitoring and maintaining contact centre and telecommunications environments
Collaborating with Synergy team members across all departments to support internal technical needs
Assisting with configuring environments for sales demonstrations, customer implementations, and testing
Continuously building knowledge of the platforms and services Synergy provides
Desired qualifications, experience and skills
Minimum 2 years' experience in Level 1 Support
Experience with contact centre or telephony systems and/or CRM platforms is highly regarded
Diploma or higher-level qualification in IT / Computer Science (desirable but not required)
Willingness to solve complicated problems and see projects through to completion.
Team-oriented attitude to help other colleagues and departments with technical problems.
Strong interpersonal communication and relationship-building skills
High-level spoken and written English
Ability to manage time and effectively prioritise numerous projects at one time.
A genuine desire to grow and develop through self-led trainings, feedback, shadowing and coaching.
Experience or certifications with any of the following is beneficial but not required:
Genesys, Twilio, Amazon Connect, Zendesk and Freshworks.
Full training will be provided.
We may include light capability or skills-based testing as part of the recruitment process to understand how you think and approach problem-solving.
If you're looking to take your IT support career to the next level in a fun, dynamic environment working with the leading cloud-based contact centre and AI-powered customer and employee experience solutions, please apply.
About Synergy Enterprise Solutions
We help organisations redefine service experiences through AI, automation, and proven expertise. With 25+ years of industry experience, we consult, design, implement, and optimise services to drive efficiency, improve customer and employee interactions, and deliver tangible impacts. With offices across the APAC region, including Australia and New Zealand, we continue to innovate and grow. Learn more about us at
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting