Graduate Support Consultant

Striven is a leader in point-of-sale (POS) business solutions. Our Melbourne office supports a national customer base that includes some of Australia's leading brands. Our customers' success depends on the strength of our solutions.

We're seeking an enthusiastic IT graduate to join our growing team — someone with an inquiring mindset and a genuine desire to learn.

You are someone who is passionate about delivering high-quality software and business support through email, phone, chat, and other channels. A confident communicator who can question and listen effectively, troubleshoot and diagnose customer issues to get them back to business quickly, and document solutions to drive continuous improvement of our products.

Technical tasks

• Set up workstations to Striven specifications

• Diagnose network and switching issues and recommend resolutions

• Diagnose firewall issues

• Set up DHCP in client environments

• Resolve IP conflicts

• Set up Android scanners per standard installation instructions

• Install peripherals in client environments

• Ensure antivirus software is installed correctly at store level and resolve issues as they arise

Application support

• Manage and diagnose issues within the Striven application

• Prioritise tickets — issues preventing a store from trading, sending orders, printing statements, or balancing are treated as high priority

• Resolve issues logged in Freshdesk in priority order

• Log tickets in Freshdesk for issues that weren't captured automatically

• Create and update "How-To" documentation in Confluence for common tasks

• Log bugs and enhancement requests in JIRA for the development team

• Follow up with developers on specific issues

• Flag mission-critical "blocker" issues to developers

• Create and document specifications for new features

• From time to time travel on-site, where required, for training, implementation, and technical problem-solving with new or existing customers

• Provide after-hours support for emergency calls, including weekends (remuneration provided)

• A minimum of three years' retail experience (full-time or part-time) with POS and inventory management, ideally in a supermarket, hardware, or retail store

• A Bachelor’s degree in Computer Science, Information Technology, or Networking

• Intermediate Excel skills

• Excellent interpersonal, written, and verbal communication skills

• A strong team-player mindset

• Fluent written and spoken English

• Australian permanent residency required

• High learning agility and the ability to apply new knowledge quickly

A competitive salary package and genuine growth potential for the right candidate.