Build your career in tech support while making a real impact on Australian businesses.
We’re looking for a motivated and client-focused Help Desk Analyst (Level 1/2) to join our growing support team. This role is ideal for someone who is either starting their career in IT support or already has experience and is ready to take the next step.
You’ll play a key role in supporting our ERP software solutions, working closely with clients to resolve issues, improve their system usage, and deliver a high-quality support experience.
About Us
At Sympac Solutions, we’ve been delivering innovative ERP and business software solutions for over 30 years across industries including retail, construction, electrical, furniture, and rural supply.
As part of Constellation Software’s Vela Software Group (APAC), we combine the agility of a small business with the strength of a global organisation.
Why Join Us?
* Family-friendly workplace with genuine work-life balance
* Supportive, close-knit team environment
* Ongoing training and clear career progression pathways
* Opportunity to grow from Level 1 through to senior support roles and beyond
* Employee share plan, bonus scheme, and assistance programs
* Exposure to a wide range of industries and businesses
Important Note:
If you are looking for a position that involves systems administration, hardware configuration, or networking, this role is not for you.
If you love solving software puzzles and helping businesses work smarter, you’ll fit right in.
The Role
As a Client Support Analyst (Level 1/2), you’ll be responsible for delivering front-line technical support to our customers.
You’ll:
* Act as a first point of contact for client enquiries
* Troubleshoot issues and provide timely resolutions
* Escalate more complex problems where required
* Develop your technical and ERP knowledge over time
This role offers the opportunity to grow into more advanced support responsibilities, including deeper troubleshooting, client ownership, and system analysis.
Key Responsibilities
* Respond to client enquiries via phone, email, and remote support
* Log and manage support tickets using Autotask
* Troubleshoot “how-to” queries and system-related issues
* Diagnose and resolve technical and functional problems
* Escalate complex issues with clear documentation and context
* Maintain detailed notes, screenshots, and communication records
* Build strong relationships with clients and internal teams
* Contribute to knowledge base articles and process improvements
* Support continuous improvement in service delivery and customer satisfaction
Skills & Experience
Essential
* Strong customer service mindset with a focus on outcomes
* Clear communication skills (technical and non-technical)
* Problem-solving ability with a structured, analytical approach
* Ability to manage multiple priorities in a fast-paced environment
* Team-oriented with a proactive attitude
Desirable
* Background in retail, wholesale, or finance industries
* Experience in a help desk or customer support role
* Exposure to ERP systems, POS, or business software
* Understanding of accounting or business processes
* Experience with ticketing systems (e.g. Autotask, Zendesk, Jira)
* Basic SQL or database knowledge
Who This Role Suits
* Someone with retail management interested in a change.
* Someone starting their IT/support career and eager to learn
* OR someone with help desk experience ready to take on greater responsibilities
* A problem-solver who enjoys helping people and understanding business systems
Make Your Move
At Sympac, we live by our values: Dependable, Innovative, Bold, and Perceptive.
If you’re ready to grow your career in a supportive team and work on meaningful systems that power Australian businesses, we’d love to hear from you.
Apply now and take the next step in your support career.