Technical Support Specialist conducting sample analyses using LFD and ELISA test kits at Romer Labs. Engage with customers by providing training and addressing technical inquiries.
About the role
- Senior IT Support Engineer providing high-quality support and managing IT services at Pepperstone. Delivering proactive improvements and championing security best practices in a global environment.
Responsibilities
- 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
Requirements
- Significant experience in an EUC administration and support role within a distributed/global environment
- 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)
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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