IT Senior Support Engineer

Description

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global, and results-focused. You’ll find our 550+ team currently across 11 locations and 9 time zones.

We are a Global Organization therefore please send your English CV

The Role

The Senior IT Support Engineer exists to support and manage end-users, office infrastructure, and IT services within their regional office, while contributing to Pepperstone’s global IT operations.

Acting as the face of IT locally, you will deliver high-quality 1st and 2nd line support with proactive improvements, manage vendors, and lead local project delivery, while escalating complex 3rd line issues to global cloud teams or specialist partners.

This role requires strong technical capability, service ownership, and stakeholder engagement to ensure regional users are supported effectively and global IT standards are consistently upheld.

This position reports to IT Services Manager, Melbourne.

As our Senior IT Support Engineer, your key responsibilities will include:

• Deliver 1st and 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure, ensuring high-quality service and SLA alignment.
• Act as the local IT representative, managing walk-ups, deskside support, onboarding/offboarding, office technology, and vendor coordination (e.g., ISPs, AV, facilities).
• Triage, prioritise, and resolve tickets logged via JSM/Jira, Slack, phone, email, and face-to-face, ensuring accurate categorisation, clear documentation, and timely escalation of complex 3rd line issues to cloud or vendor teams.
• Administer and maintain standard operating environments (SOE) including Intune/Jamf policies, OS deployments, software packaging, and change/release management.
• Monitor endpoint and infrastructure performance using dashboards/alerts, escalating issues as needed, and recommending improvements to standards, hardware, and policies.
• Develop and maintain knowledge articles and user guidance to improve first-contact resolution and reduce repeat incidents.
• Implement process improvements and automation (e.g., PowerShell, Bash, workflows) to reduce manual effort and improve service quality.
• Support local infrastructure projects and global initiatives, acting as the onsite lead for deployments, relocations, or upgrades in collaboration with global IT teams.
• Champion IT security best practice in daily support, including secure configuration, identity and access management, and escalation of potential risks.
• Mentor and guide IT Support Engineers, building capability within the team and ensuring adherence to global standards and processes

About You

Skills & Technical Competencies:

• Proficient in ticketing systems (JSM/Jira) with SLA awareness, escalation discipline, and strong documentation habits.
• Hands-on experience with endpoint & device support (Windows, macOS, mobile, peripherals, docking stations).
• Knowledge of OS & software support, including Microsoft 365, Ubunto, MacOS, Zoom, antivirus, and SaaS apps.
• Strong knowledge of network fundamentals (Wi-Fi, VPN, DNS, DHCP, LAN/WAN) and practical troubleshooting.
• Proficient in MDM tools (Intune, Jamf) for device management, policy enforcement, compliance, and deployment.
• Understanding of identity management (Azure AD, SSO, MFA, Conditional Access, lifecycle provisioning).
• Familiarity with security principles (secure baselines, RBAC, antivirus, firewall, Cloudflare) and escalation practices.
• Competent in monitoring and alerting tools to identify performance issues and trigger incident workflows.
• Exposure to scripting/automation (PowerShell, Bash) to improve efficiency and reduce manual tasks.
• Experience with AV & conferencing support (meeting room technology, remote participant support, escalation to vendors as needed).
• Knowledge of SaaS administration M365 (Exchange, SharePoint, Teams, OneDrive) including permissions and integration troubleshooting.
• Experience with workspace/vendor coordination (local ISP, telco, facilities, hardware lifecycle).

Professional Attributes:

• Strong communicator; able to represent IT with credibility at all levels.
• Service-or