Graduate Support Consultant
Salary: $55,000 – $65,000 per year
About Striven
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.
About the Role
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.
What You'll Do
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)
What You'll Bring
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
What We Offer
A competitive salary package and genuine growth potential for the right candidate.