Support Analyst – 1st Line Business Software Support

About the role

Klipboard is seeking a Support Analyst to provide first‑line, business‑to‑business software application support for its Rental product suite. Working in a global team, you will support databases, reporting tools, Microsoft Server and Desktop operating systems, and various third‑party applications, communicating via phone, email and chat. The role is primarily remote with occasional office attendance, covering overnight support hours from Sunday to Thursday to align with Australian and New Zealand business days.

Key responsibilities

• Deliver first‑class service to customers, answering questions and troubleshooting issues efficiently.
• Provide regular, high‑quality updates to customers and set clear expectations.
• Take personal responsibility for each case, ensuring proactive resolution and timely communication.
• Maintain detailed case notes and adhere to Klipboard Rental SLA requirements.
• Share knowledge with teammates, assist during absences, and suggest service improvements.

Required profile

• Proven IT support experience in a similar role.
• Ability to work under pressure in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Customer‑first attitude with proactive case management.

Required skills

• Microsoft Windows Server and Desktop operating systems.
• Microsoft SQL database structures and script/query writing.
• Experience supporting ERP or business‑IT systems.
• Knowledge of Crystal Reports (desirable).
• Knowledge of Sage Accounting Solutions (desirable).