Support Engineer

Job Description

The Support Engineer role is accountable for providing level 1, level 2 & Desktop support to the business, its requests and knowledge base, ensuring that requests are dealt with efficiently and effective and with a high level of service, and knowledge base is kept up to date and relevant. They will be the first point of contact for any technology request. Working as part of a global Service Desk team to ensure smooth operations of our systems globally, this role will be heavily involved in the Incident, Problem and Fault management process for when things aren’t operating smoothly. They will also manage the End User experience for all our Staff ensuring the best possible experience to allow them to get on with their jobs with minimal interruptions or delay. The ability to learn quickly, have strong troubleshooting and investigation skills and a sense of urgency is a must.

The position requires broad IT understanding in level 1 and level 2 Desktop support as well as experience with ITIL frameworks (certification preferable) and Support best practice.

What you’ll be doing:

• Playing a key role in a global Service Desk team, taking ownership for the Service Desk during the allocated time in the 24-hour schedule
• Managing all types of Service Desk requests, including level 1 and level 2 support, ensuring that all requests are logged appropriately, with all the relevant information and placed in the correct queues
• Taking ownership of Service Desk requests, seeing them through from start to finish
• Documenting resolution steps within completed requests
• Providing support to all staff both locally and globally, either in person, via email or remotely via telephone
• Performing troubleshooting and investigations for more difficult issues and requests, escalating internally to other team members or externally to vendors where appropriate
• Participating in Fault/Event Management, Incident Management, Problem Resolution and Root Cause Analysis of IT Systems
• Maintaining Core Business Systems in a proactive manner, ensuring systems are available, reliable and secure, though proactive monitoring and tasks
• Working with the IT Operations Team to perform regular maintenance and patching of systems and devices.
• Participating when required in the planning, execution and delivery of key technology initiatives.

Qualifications

Knowledge, Skills & Experience:

• Tertiary level IT/computing qualification
• 3+ years’ experience in Support
• Excellent interpersonal, written, and oral communication skills required
• Excellent customer service and presentation skills
• Demonstrable Experience with Service Desk tools (eg, FreshService or JIRA Service Desk)
• Good level of experience working in an IT operations environment (dealing with Escalations, Fault/Event Management, Incident Management, Problem Resolution and Root Cause Analysis)
• Knowledge and understanding of ITIL Framework and Agile Methodologies
• Able to manage the preferred ITSM tool at OFX
• Extensive experience with Microsoft O365, Intune
• Experience with MacOS and Apple Products
• Comprehension and adherence to company procedures and policies required
• Positive attitude and proactive mindset towards continuous improvement

Desirable:

• Certification in an industry standard ITSM tool
• ITIL V3 or ITIL 4 certification
• Any qualifications or vendor certifications will be highly desirable. (e.g. Microsoft, Okta)

Additional Information

What it's like working at OFX

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [email protected].

We encourage you to apply if this role aligns with your career aspirations.