ITS Hardware Support Specialist — Expert Troubleshooter

Synapse-Its; New South Wales; On-site; AUD 65,000 - 75,000; Full time

Job summary

Synapse ITS is seeking a Technical Support Specialist in NSW to deliver world-class hardware support for Synapse ITS products. You will answer questions, guide customers step-by-step, and process warranty RMAs while using ticketing, CRM, and ERP systems to resolve issues and ensure satisfaction.

The role covers development through end-of-life support, including installation, maintenance guidance, and on-site training as needed. Prior ITS or traffic solutions experience is highly valued.

Qualifications

• Diploma in electronics/electrical tech required or closely related field.
• Bachelor's degree in related technical discipline is an asset.
• Strong written/verbal communication and technical writing skills.

Responsibilities

• Provide timely and accurate troubleshooting guidance and installation support.
• Collaborate with engineering/marketing to build training content and knowledge bases.
• Use ticketing/CRM/ERP systems to track, report and close issues.

Skills

Interpersonal skills

Technical hardware know-how

Troubleshooting

Technical writing

Phone communication

Independent worker

Cross-functional collaboration

Education

Diploma in Electronics Engineering Technology

Bachelor's degree asset

Tools

MS Office

HubSpot CRM

Ticketing systems

ERP software

Job description

Synapse ITS is seeking a Technical Support Specialist in NSW to deliver world-class hardware support for Synapse ITS products. You will answer questions, guide customers step-by-step, and process warranty RMAs while using ticketing, CRM, and ERP systems to resolve issues and ensure satisfaction.

The role covers development through end-of-life support, including installation, maintenance guidance, and on-site training as needed. Prior ITS or traffic solutions experience is highly valued.