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 700+ team across 12 regions and 9 time zones.

We are a Global Organization therefore please send your English CV.

The Role

The Senior IT Support Engineer is a skilled technical specialist responsible for delivering support, up to and including advanced tier-2, to Pepperstone’s global user base. This role resolves complex issues, identifies patterns and root causes, and drives improvements that enhance the stability, security and reliability of our IT services.  

Operating with a high degree of autonomy, the Senior IT Support Engineer plays a critical role in regions where they may be the primary IT presence. They act as an escalation point and take ownership of local IT service delivery, support regional infrastructure and ensure seamless alignment and integration with global services, standards and processes.  

Beyond incident resolution, the Senior IT Support Engineer strengthens operational excellence by improving documentation, optimizing workflows and leading meaningful initiatives with clearly defined scope and measurable outcomes. They proactively identify systemic issues and drive continuous improvement to uplift service performance and user experience across the organization.  

The Senior IT Support Engineer also contributes to capability development. They provide technical guidance, coaching and mentorship to IT Support Engineers, championing best practices and ensuring consistent service delivery across all regions.  

This role is essential to delivering frictionless, intelligent and secure IT services within Pepperstone’s global operating model.  

This position reports to IT Services Manager, based in Melbourne.

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

User Support & Service Delivery  

• Resolve complex incidents and service requests requiring advanced troubleshooting and deeper technical expertise.  
• Deliver 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure, ensuring high-quality service and SLA alignment. 
• Supports and guides IT Support Engineers during complex incident resolution 
• Conduct root-cause analysis, identifying reoccurring patterns, and contribute to problem management 
• 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. 
• Ensures ticket quality, categorization and documentation standards are consistently maintained 
• Provides escalation leadership during high-impact incidents 

Technical Support & Administration 

• Provide advanced support for endpoint management platforms, software deployments and compliance 
• Support infrastructure-adjacent technologies such as networking, identity, collaboration tools, meeting room technology and local office equipment 
• Supporting validation of endpoint baselines, compliance policies and device health standards to ensure security and consistency 
• Identifying patterns in incidents and recommending improvements to platform configuration or standards 
• Work with global teams to ensure regional environments remain aligned with global architecture and security controls 
• Participate in well-scoped technical rollouts, upgrades and improvement activities 
• Monitor environment health, interpret operational signals and recommend actions to reduce friction and prevent incidents

Standards, Processes & Operational Excellence  

• Identify systemic process gaps, workflow inefficiencies and reoccurring friction points recommending targeted improvements.  
• Lead small, well-defined improvement initiatives that enhance service quality, reliability or operational efficiencywith a particular focus on reoccurring service issues 
• Review tickets and documentation prepared by IT Support Engineers to ensure quality, accuracy and compliance  
• Promote consistent application of security, access, and endpoint management standards across the support function  

Knowledge, Documentation & Learning Culture  

• Identifying recurring incident themes and ensuring they are translated into knowledge updates 
• Improve and expand internal knowledge bases, SOPs, troubleshooting guides, and user-facing documentation  
• Review and refine documentation produced by the team to ensure clarity, accuracy and alignment with standards  
• Identify knowledge gaps and work with engineers and broader team to strengthen collective troubleshooting capability and domain expertise 
• Supporting team capability through mentoring, knowledge sharing or informal training 
• Contribute insights from reoccurring issues into documentation updates and workflow enhancements

Collaboration & Stakeholder Engagement 

• Partner closely with IT support engineers, Security, Cloud Engineers & Business Systems teams to ensure seamless service delivery 
• Communicate clearly and proactively with stakeholders, providing transparent updates during incident resolution or change activities 
• Support engineers through guidance, peer review and constructive feedback to strengthen delivery and professionalism  
• Build strong, trusted relationships with regional stakeholders and users, acting as a credible and approachable technical leader within regional offices  
• Represent IT in user-facing or operational discussions where deeper technical context or senior expertise is required  
• Support communication between local stakeholders and global IT teams 
• Help manage expectations and ensuring service standards are understood and upheld 

About You

Technical Competencies 

• Strong experience supporting endpoint environments (Windows, macOS, mobile) in a global organisation  

• Proficiency with modern device management platforms (e.g. Intune, Jamf)  

• Solid understanding of networking fundamentals and troubleshooting (Wi-Fi, VPN, DNS, DHCP)  

• Experience supporting enterprise SaaS platforms (e.g. Microsoft 365)  

• Exposure to scripting or automation to improve operational efficiency 

Service Management & Operations  

• Experience working within structured IT service environments (incident, request, change, problem)  

• Ability to manage complex incidents and coordinate escalations effectively  

• Strong documentation and ticket hygiene practices  

• Demonstrated ability to identify recurring issues and contribute to service improvements 

 Professional Attributes 

• Strong communicator able to represent IT with credibility  

• Service-oriented with a focus on user experience  

• Proactive in identifying improvements and reducing service friction  

• Able to operate independently while aligning to global standards  

• Comfortable mentoring and guiding other engineers 

Special Requirements 

• Occasional after-hours or early morning work may be required to support global projects, system maintenance, incident response or collaboration with teams across multiple time zones. 

• Ability to provide onsite support within regional offices when required, including deskside support, meeting room technology troubleshooting and local infrastructure coordination. 

• Ability to operate effectively within regional offices where onsite IT presence may be limited, while maintaining alignment with global IT standards, processes and escalation pathways. 

• Participation in an on-call or escalation rotation where applicable. 

• Occasional regional travel may be required to support office deployments, technology upgrades or project initiatives. 

• Ability to work effectively within a distributed global team supporting users across multiple regions and cultures. 

Why you will enjoy working with us

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option – work from anywhere for up to 4 weeks per year
• Ongoing personal development & learning opportunities
• Paid annual leave and paid sick leave
• 3 paid volunteering days per year & Workplace Giving Program
• Periodic recognition and reward programs for outstanding performance and achievements
• Frequent events and celebrations
• Employee Assistance Program & Wellbeing Initiatives

More about Pepperstone

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit https://pepperstonecareers.com

We understand it’s important to do due diligence on a prospective employer, and see what our team is saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

Pepperstone is an equal-opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

“We are a 2025 Circle Back Initiative Employer – we respond to every applicant”.

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.