About Striven

Striven is a leader in the field of POS Business Solutions. Our offices in Melbourne and Sydney support a National customer base comprising some of Australia's leading brands. The success of our customers is reliant on our solutions.

About the Role

We need people who are passionate about delivering high quality software and business support and customer service through a variety of interactions including email, phone, chat, etc. A good communicator able to question and listen effectively, you will troubleshoot and diagnose the customer’s issues to help them get back to business as soon as possible and will document the solutions to ensure continuous improvements for our products.

We are seeking an experienced, enthusiastic Support Consultant to complement our rapidly expanding team.

What you will do

Primary support consultant for technical issues within the Striven Helpdesk team. Key tasks include

Setup up workstations to Striven specifications

Diagnose network and switching issues and suggest resolution

Diagnose Firewall issues

Set up DHCP in client environments

Resolving IP conflicts

Setup Android scanners as per standard installation instructions.

Installing peripherals in client environments

Ensure that ESET antivirus is installed correctly at store and resolve issues when they arise.

Other duties include

Log and Resolve incidents in Freshdesk.

Strict adherence to Striven’s internal processes, procedures and workflows relating to customer support, documenting faults and bugs and setting up of customer infrastructure.

Be able to prioritise tickets and ensure that if a store cannot trade, cannot send orders, print statements or has balancing issues, they are set to high priority.

Resolve issues that have been listed in Freshdesk in priority order.

Log tickets into Freshdesk that didn’t get logged automatically.

Create or update documentation for common tasks so customers can refer to our “How-To’s” area using Confluence.

Log bugs in JIRA for issues / enhancements for the developers to resolve.

Follow up with developer/s on specific issues.

Remind developer/s about Mission Critical “Blocker” issues.

Create and document specifications “specs” for new features.

Possibility to go on site to do training, implementation, technical and problem solving for new or existing customers.

Manage list of TeamViewer stores and ensure all clients are setup correctly and to standard.

General training for Striven and other software which may be installed on our standard machines.

Provide after-hours support for emergency calls (as well as weekends). Renumeration for this will be provided.

What You’ll Bring

At least 4 years’ experience in service desk environments where documenting, monitoring, and resolving issues in a timely manner are important

Strong working knowledge of

o DHCP

o DNS

o Firewall implementation

o Networks including IP ranges

o Switches and router configuration

o Printer and Peripherals connectivity

Experience of working in a technical support capacity essential

IT qualifications/degree educated

Advance Excel skills

Experience working with POS / Business ERP is beneficial,

Experience and knowledge of ICT support functions including service desk ticketing and escalations

Experience of CRM and telephony systems beneficial

Excellent interpersonal, written, and oral communication skills

Strong team player mindset

Native level of English language essential

High learning agility and ability to apply knowledge learned

There is a competitive salary package and growth potential for the right person. Apply now for immediate consideration.