Support Engineer

Responsibilities

• Provide level 1, level 2, and desktop support to a global business, managing requests from start to finish
• Act as the first point of contact for technology requests, ensuring all incidents and faults are logged and queued correctly
• Perform troubleshooting and investigations for complex issues, escalating to vendors or internal teams when necessary
• Participate in Incident, Problem, and Fault management processes, including Root Cause Analysis
• Maintain core business systems through proactive monitoring, regular maintenance, and patching
• Document resolution steps within the service desk tool to maintain an up-to-date knowledge base
• Support staff both locally and remotely via email, telephone, or in person

Requirements

• Tertiary level IT or computing qualification
• 3+ years of experience in a technical support role
• Proven experience with Service Desk tools (e.g., FreshService or JIRA Service Desk)
• Strong knowledge of the ITIL framework and Agile methodologies
• Extensive experience with Microsoft O365 and Intune
• Experience supporting MacOS and Apple products
• Excellent interpersonal, written, and oral communication skills

Preferred Qualifications

• ITIL V3 or ITIL 4 certification
• Industry-standard ITSM tool certification
• Vendor certifications such as Microsoft or Okta

Benefits

• Hybrid work model offering flexibility and work-life balance
• Comprehensive parental leave (16 weeks gender-neutral) and birthday leave
• Continuous learning opportunities including leadership training and access to online learning libraries
• Employee-led social committees and global engagement events
• "Make a Difference" program including annual volunteer days and matched giving

About the Company

OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility. With over 25 years of innovation in global money movement, OFX automates and simplifies cross-border business through an innovative platform and 24/7 human support. Headquartered in Sydney, we operate globally with offices in the US, UK, Canada, Singapore, and beyond.