IT Support Analyst I — Frontline Tech Support Pro

Bapcor Limited; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Discounts across Bapcor products

Novated leasing

Paid birthday leave

Job summary

Bapcor Limited is seeking a Level 1 Support Analyst to be the first line of IT assistance for our store network, offices and distribution centres. You will deliver prompt service, troubleshoot issues, and help build a high-performing, customer-centred IT support environment.

This entry-level role is ideal for someone energetic, proactive and eager to grow in IT support, with opportunities to work across our Melbourne-based corporate team and retail network.

Qualifications

• Minimum 1 year experience in a customer-focused helpdesk or IT support role.
• Excellent communication skills with a strong customer-first mindset.
• Basic knowledge of Active Directory and exposure to multi-domain environments.
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP).
• Experience supporting retail store systems (POS, RF scanners, EFTPOS).
• Proficiency with remote access tools (e.g., TeamViewer, RDP) and troubleshooting MFA/VPN.
• Solid knowledge of Windows 10/11 and Microsoft 365.
• Strong problem-solving skills and alignment with Bapcor’s values.

Responsibilities

• Deliver exceptional customer service across all IT support interactions.
• Answer and resolve Level 1 support calls, emails and self-service incidents in line with KPIs.
• Aim to resolve 80% of Level 1 tickets within 15 minutes.
• Log all incidents and requests accurately in ServiceNow.
• Provide face-to-face support at the Mt Waverley IT Service Bar when required.
• Contribute to creating and maintaining Knowledge Base articles.
• Participate in rotating shifts, on-call rosters and public holiday support as needed.

Skills

Customer service

Helpdesk experience

Active Directory

Networking basics

Retail POS

Windows 10/11 & M365

Problem solving

Customer-first mindset

Tools

Remote access tools (TeamViewer, RDP)

Job description

Bapcor Limited is seeking a Level 1 Support Analyst to be the first line of IT assistance for our store network, offices and distribution centres. You will deliver prompt service, troubleshoot issues, and help build a high-performing, customer-centred IT support environment.

This entry-level role is ideal for someone energetic, proactive and eager to grow in IT support, with opportunities to work across our Melbourne-based corporate team and retail network.