IT Support Analyst - Level 1

SmartRecruiters, Inc.; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Discounts across Bapcor products

Paid birthday leave

Novated leasing and more

Job summary

Bapcor Ltd is seeking a Level 1 Support Analyst to be the first point of contact for IT support across our store network, offices and distribution centres in Melbourne. You will deliver outstanding service and help build a high-performing, customer-centred IT support environment.

This entry-level role is ideal for someone enthusiastic, proactive, and eager to grow in the IT support space. You will work in a Melbourne-based corporate team that values safety and inclusivity.

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 and troubleshooting MFA/VPN.
• Solid knowledge of Windows 10/11 and Microsoft 365.
• Strong problem-solving skills, a can-do attitude 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 within KPIs.
• Aim to resolve 80% of all Level 1 tickets within 15 minutes.
• Perform triage on incoming requests and elevate complex issues where necessary.
• 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

Active Directory basics

Networking basics

Windows 10/11

Microsoft 365

Remote support

Problem solving

MFA VPN

POS systems

Customer-first mindset

Tools

ServiceNow

TeamViewer

RDP

Job description

Bapcor Ltd is the leading automotive aftermarket provider of accessories, equipment and service. We host one of the widest ranges of car parts in the world, with brands including Burson, Autobarn, Midas, Truckline, Premier Auto Trade and Baxters.

We’re more than just automotive — we’re a dynamic, purpose‑led organisation powered by people. Our Melbourne‑based corporate team plays a critical role in shaping the strategy and success of the Bapcor Group.

In joining our team, you’ll be welcomed into a supportive business that spans more than1,000 locations with over 5,000 team members across Australia, New Zealand and Thailand. We are passionate about our team, with safety and inclusivity at the forefront of everything we do. We’re also passionate about our customers, products, and living our values of:

• Doing the right thing
• Being in it together
• Giving a damn
• Getting it done

Job Description

As a Level 1 Support Analyst, you’ll be the first point of contact for IT support across Bapcor’s store network, support offices and distribution centres. You’ll deliver outstanding service, resolve technical issues efficiently, and contribute to building a high‑performing, customer‑centred IT support environment.

This is an entry‑level role suited to someone enthusiastic, proactive, and eager to grow in the IT support space.

What You will do:

• 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 all Level 1 tickets within 15 minutes.
• Perform triage on incoming requests and elevate complex issues where necessary.
• 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.

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, a can‑do attitude and alignment with Bapcor’s values.

Additional Information

At Bapcor, we focus on what matters most for our customers, team members and the communities we serve. We go the extra mile to get the job done and always live our values.

In joining our team, you can access:

• Diverse career opportunities within the Bapcor Group
• Discounts across Bapcor products and services, including our Retail and Trade brands
• Industry leading policies to support your work/ life balance (gender neutral parental leave, purchase leave, volunteer leave etc…)
• Paid birthday leave
• Novated leasing and more

We pride ourselves on our inclusive work environment, and encourage applications from people of all ages, cultures, gender identity, abilities and backgrounds, providing a recruitment experience that’s fair, free from bias and accessible. If you need to inquire about reasonable accommodation for the application process, please email [e-mail]