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.

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

- Delivering 1st and 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure.
- Acting as the local IT representative, managing walk-ups, deskside support, onboarding/offboarding, office technology, and vendor coordination (e.g., ISPs, AV, facilities).
- Administering and maintaining standard operating environments (SOE) including Intune/Jamf policies, OS deployments, software packaging, and change/release management.
- Monitoring endpoint and infrastructure performance using dashboards/alerts, escalating issues, and recommending improvements.
- Developing and maintaining knowledge articles and user guidance to improve first-contact resolution.
- Implementing process improvements and automation (e.g., PowerShell, Bash) to reduce manual effort.
- Supporting local infrastructure projects and global initiatives, acting as the onsite lead for deployments, relocations, or upgrades.
- Championing IT security best practices in daily support.
- Mentoring IT Support Engineers and ensuring adherence to global standards and processes.

**About You**:
You should have experience working in an EUC administration and support role within a distributed/global environment. Ideally, you bring:

- Proficiency in ticketing systems (JSM/Jira), endpoint & device support (Windows, macOS, mobile), and OS/software support (Microsoft 365, Ubuntu, Zoom, antivirus, SaaS apps).
- Strong knowledge of network fundamentals (Wi-Fi, VPN, DNS, DHCP, LAN/WAN) and troubleshooting.
- Experience with MDM tools (Intune, Jamf), identity management (Azure AD, SSO, MFA), and security principles (RBAC, antivirus, firewall).
- Familiarity with monitoring tools, scripting/automation (PowerShell, Bash), AV/conferencing support, and SaaS administration (M365).
- Vendor coordination experience (ISPs, telco, facilities, hardware lifecycle).
- Strong communication and stakeholder engagement skills.
- A proactive, service-oriented mindset with a focus on continuous improvement.
- Ability to work independently while aligning with global IT standards.
- Comfort mentoring junior colleagues and working across time zones and cultures.

**Qualifications & Experience**:

- Certifications in Windows, Microsoft Endpoint/Intune, or equivalent MDM tools are highly regarded.
- Exposure to ITIL-aligned processes (incident, request, change, and problem management).
- Ability to manage projects and deployments in collaboration with global teams.
- Proficiency in English is required.

**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 6 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 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.

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