Support Technician

SENPOS; Newcastle City Council; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Birthday leave

Free onsite parking

Free all day coffee

Flexibility options

Employment Hero benefits and perks

Job summary

SENPOS is seeking a Support Technician in Broadmeadow, Newcastle, to join our Newcastle office. You will be the first contact for clients, delivering remote guidance and assistance across the full SENPOS solution, both hardware and software, ensuring strong client satisfaction.

The role requires hands-on technical ability, excellent communication, and a willingness to learn. It operates 8:30 am–5:00 pm with after-hours roster after six months, with additional payments per policy.

Qualifications

• Minimum 2 years' experience in a Technical Support / Help Desk / Support role.
• Proficiency with Windows Server, Windows 10 or newer, and Microsoft SQL Server 2019 or greater.
• Excellent client support and communication skills.
• Strong troubleshooting skills and a can do attitude.
• Willingness to learn new software and systems and build knowledge.
• Strong organisational skills and ability to prioritise tasks.
• Experience using Microsoft Office and helpdesk or ticketing software.

Responsibilities

• Providing helpdesk support by phone and remote access.
• Logging, monitoring, and resolving support tickets in line with service targets.
• Customising software settings to suit client needs.
• Keeping clients informed with timely, clear communication.
• Escalating unresolved issues to senior team members when needed.
• Running software updates, which may take place outside ordinary hours.
• Taking part in internal improvement projects.
• Sharing knowledge by reviewing, reading, and updating internal documentation.
• Working standard business hours of 8:30 am to 5:00 pm.
• Joining the after hours support roster after six months of employment, typically once every 6 to 7 weeks for a 4 day stretch, with additional payments provided in line with the applicable award and company policy.

Skills

Windows Server

Windows 10+

SQL Server 2019+

Client support

Troubleshooting

Ticketing software

Helpdesk basics

Organisational skills

Education

IT qualifications

Tools

Ticketing software

Microsoft Office

Job description

SENPOS

Join Our Team as a Support Technician at SENPOS!

Location: Broadmeadow, Newcastle

Work Type: Office based role

Are you a tech support professional who enjoys solving problems and delivering great customer service? Do you want a role where your communication skills, technical knowledge, and client first attitude are valued every day? SENPOS is looking for a motivated and skilled Support Technician to join our growing team, based in our Newcastle office in Broadmeadow.

About SENPOS

SENPOS is a leading provider of powerful, fully integrated Point of Sale (POS) solutions built for the hospitality industry across Australia. From local golf clubs to large multi venue clubs, we are backed by decades of innovation, stability, and trusted client relationships.

With offices in Newcastle, Wollongong, Rockhampton, the Gold Coast, and Melbourne, plus a sister company in Perth, our national footprint continues to grow. As we expand, there has never been a better time to join our team and help shape the future of POS technology in Australia.

Our Culture

Things move fast in SENPOS support, and we like it that way. No two days look the same, and no one tackles a tricky ticket alone. We work as a tight knit team, sharing knowledge freely, backing each other up when the queue gets busy, and celebrating the wins together. If you're the type who asks questions, offers help, and enjoys learning something new most days, you'll fit right in.

What You'll Do

As a Support Technician, you'll be the first point of contact for our clients, solving problems, providing remote guidance and assistance, and helping them get the most out of their SENPOS systems. This role is unique in that it covers our entire solution, both the hardware and software sides of SENPOS, giving you exposure across the full stack rather than being limited to one part of the system. Your responsibilities will include:

• Providing helpdesk support by phone and remote access
• Logging, monitoring, and resolving support tickets in line with service targets
• Customising software settings to suit client needs
• Keeping clients informed with timely, clear communication
• Escalating unresolved issues to senior team members when needed
• Running software updates, which may take place outside ordinary hours
• Taking part in internal improvement projects
• Sharing knowledge by reviewing, reading, and updating internal documentation
• Working standard business hours of 8:30 am to 5:00 pm
• Joining the after hours support roster after six months of employment, typically once every 6 to 7 weeks for a 4 day stretch, with additional payments provided in line with the applicable award and company policy

What We're Looking For

We're after someone with strong technical ability, great communication skills, and a genuine drive to help people. You'll need to work well both independently and as part of a high performing team.

Essential

• Minimum 2 years' experience in a Technical Support / Help Desk / Support role
• Proficiency with Windows Server, Windows 10 or newer, and Microsoft SQL Server 2019 or greater
• Excellent client support and communication skills
• Strong troubleshooting skills and a can do attitude
• A willingness to learn new software and systems and build your knowledge
• Strong organisational skills and the ability to prioritise competing tasks
• Experience using Microsoft Office and helpdesk or ticketing software

Desirable

• Hospitality industry experience
• Previous POS experience is a big plus, but a willingness to learn and grow works just as well
• Qualifications in IT

Why Join SENPOS?

• Birthday leave, free onsite parking, free all day coffee, flexibility options, plus Employment Hero benefits and perks
• Be part of a growing, innovative tech business that values people and progress
• Work with modern systems and an enthusiastic team
• Ongoing professional development opportunities
• A supportive team culture where your ideas are heard and your skills are recognised
• Opportunities for long term development within our growing business