About the job
About Us
Established in 2010, Pepperstone is a pioneering global fintech company. We understand the intricacies of trading in the world's markets. Our team embodies curiosity and drive, and we pride ourselves on doing things differently. As a digitally focused and agile organization, we are united by a shared vision to redefine trading for our clients.
Our culture is dynamic, inclusive, and results-oriented, with over 550 associates spread across 11 locations and 9 time zones, all committed to continuous improvement.
As a global organization, please submit your CV in English.
Position Overview
The Senior IT Support Engineer plays a crucial role in providing support and management for end-users, office infrastructure, and IT services within the regional office, while also contributing to Pepperstone’s global IT operations.
As the local IT representative, you will deliver exceptional 1st and 2nd line support, manage vendor relationships, and spearhead local project initiatives. You will escalate any complex 3rd line issues to our global cloud teams or specialist partners.
This position demands strong technical skills, a sense of service ownership, and effective stakeholder engagement to ensure regional users receive exemplary support while adhering to global IT standards.
This role reports to the IT Services Manager based in Melbourne.
Your key responsibilities as a Senior IT Support Engineer will include:
- Providing 1st and 2nd line IT support for users in the regional office across various platforms and infrastructure, ensuring high service quality and adherence to SLAs.
- Serving as the local IT representative, managing walk-ups, deskside support, onboarding/offboarding processes, and vendor coordination (e.g., ISPs, AV, facilities).
- Triage and prioritize support tickets logged through various channels, ensuring proper categorization, documentation, and timely escalation of complex issues to global teams.
- Administering and maintaining standard operating environments (SOE), including policies for Intune/Jamf, OS deployments, software packaging, and change/release management.
- Monitoring performance of endpoints and infrastructure, addressing issues proactively, and recommending enhancements to standards and hardware.
- Creating and updating knowledge articles and user guides to streamline first-contact resolutions and minimize recurring incidents.
- Implementing process improvements and automation (e.g., using PowerShell, Bash, workflows) to enhance service delivery.
- Supporting local infrastructure projects and global initiatives, acting as the onsite lead for deployments, relocations, or upgrades alongside global IT teams.
