Junior IT Support Officer

Are you passionate about technology and love problem-solving? Kickstart your career as a Junior IT Support Officer in Melbourne and gain hands-on experience supporting essential systems in the payments and retail industries.
 
Company profile - Retail Technology & Payments Solutions Provider
Join a fast-growing, innovative company specialising in retail technology solutions across payments, point-of-sale systems, and fuel control platforms. With 20 years of experience providing an exceptional technical service in the security, payments, retail and cash handling industries. This expert team works with an impressive client list, including ALDI, David Jones, Coles, Toshiba and leading payment providers. 
 
They pride themselves on delivering outstanding 24/7 support to their customers and providing excellent training internally. You'll be joining a company that values learning and development, with hands-on training provided from day one and clear opportunities to grow your IT support career. If you're tech-savvy, calm under pressure and love solving problems, this is the perfect role for you.
 
Job description - Junior IT Support Officer
In this Junior IT Support Officer role, you'll be the first point of contact for merchants needing help with their POS, EFTPOS, and fuel system hardware and software. You'll guide users through troubleshooting steps, resolve common technical faults, and escalate complex issues to senior technicians.
 
This role plays a key part in keeping systems running smoothly and customers happy.
 
Key responsibilities - Junior IT Support Officer
As a Junior IT Support Officer, your role will include:

• Providing Level 1 technical support for merchants using EFTPOS terminals, POS systems, fuel controllers and back-office platforms
• Troubleshooting common technical issues (e.g. transaction failures, system lockups, communication errors)
• Assisting with network connectivity, modem/router configurations and hardware setups
• Logging, tracking and updating support tickets using a job management system
• Escalating urgent or complex faults to senior support teams with clear, accurate documentation
• Monitoring open jobs and ensuring timely resolution according to SLAs
• Communicating calmly and clearly with non-technical customers during high-pressure situations

 
Job requirements - Junior IT Support Officer

• Certificate or Degree in IT Support, Networking, or a related field - or equivalent hands-on experience
• Strong communication skills with the ability explain solutions to non-technical users
• A calm, professional and customer-focused mindset
• Basic understanding of computer systems, networking and software troubleshooting
• Valid National Police Clearance (or willingness to obtain one)