IT Senior Support Engineer

About the role

As a Senior IT Support Engineer at Pepperstone, you will provide advanced tier‑2 support to a global user base, resolve complex technical issues, and act as an escalation point for regional IT services. You will work autonomously, mentor junior engineers, and drive continuous improvement across the organization.

Key responsibilities

• Resolve complex incidents and service requests requiring advanced troubleshooting.
• Deliver 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure.
• Guide and support IT Support Engineers during complex incident resolution.
• Conduct root‑cause analysis, identify recurring patterns, and contribute to problem management.
• Triage, prioritize, and resolve tickets logged via JSM/Jira, Slack, phone, email, and face‑to‑face, ensuring accurate categorisation and documentation.
• Escalate complex third‑line issues to cloud or vendor teams as needed.
• Improve documentation, optimise workflows, and lead initiatives with measurable outcomes.
• Proactively identify systemic issues and drive continuous improvement of service performance.
• Provide technical guidance, coaching, and mentorship to IT Support Engineers.

Required profile

• Proven experience delivering tier‑2 IT support in a global environment.
• Strong ability to work autonomously and act as an escalation point.
• Experience conducting root‑cause analysis and problem management.
• Ability to mentor and coach junior engineers.
• Excellent communication and documentation skills.

Required skills

• Jira Service Management (JSM)
• Slack

What we offer

• Opportunity to work in a fast‑growing global fintech.
• Collaborative, diverse, and results‑focused culture.
• Professional development and mentorship opportunities.