Senior IT Support Engineer

Summary

Join Pepperstone's technology team as a Senior IT Support Engineer and provide 2nd and 3rd level support, proactive support, and project participation to meet global business requirements. You will manage end-user and infrastructure services, utilizing your expertise in Microsoft EUC technologies. Responsibilities include responding to technical requests, prioritizing incidents, building and maintaining the desktop standard operating environment, documenting processes, monitoring device performance, and mentoring junior engineers. The ideal candidate possesses certifications and extensive experience in Windows desktop environments, Microsoft Endpoint Configuration Manager (Intune), and operating system deployment. Advanced knowledge of networking, Azure Active Directory, and troubleshooting skills for Mac and basic Linux systems are also required. Pepperstone offers a competitive salary, bonus scheme, flexible and hybrid working options, remote work opportunities, personal development opportunities, generous parental leave, and a collaborative and friendly culture.

Requirements

• Certifications/Experience in Windows desktop environments
• Extensive experience in a EUC administration and support role
• Demonstrated experience in the administration of Microsoft Endpoint Configuration Manager (Intune)
• Experience with Operating system deployment related issues
• Knowledge of decommissioning and disposal of IT Assets
• Advanced knowledge of networking
• Advanced knowledge of Azure Active Directory
• Troubleshooting knowledge of Mac operating system
• Basic knowledge of Linux operating system
• Committed to further learning and development
• Ability to live the Pepperstone values
• Committed to ongoing learning and development

Responsibilities

• Responding to 2nd and 3rd level technical requests raised via Slack, phone, email, face-to-face, and incident management tool in a professional and timely manner
• Assisting with prioritizing, scheduling, and escalating incidents to appropriate channels
• Using your strong understanding of Microsoft EUC related technologies to build and support a complex and distributed EUC environment
• Building and updating the desktop standard operating environments including software and application change and release management
• Documenting and educating end users with the objective of resolving incidents at first contact and reducing recurring calls
• Monitoring the performance of EUC devices and providing recommendations to ensure the effectiveness of SOE & Hardware
• Occasional out-of-office hours maintenance visits to assess technical issues or implement new solutions
• Identification and implementation of process improvements and automations to improve the service provided to internal teams
• Mentoring and providing guidance to junior IT support engineers

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, in addition to hybrid working as standard
• Ongoing personal development & learning opportunities
• 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
• 3 paid volunteering days per year & Workplace Giving Program