Support Engineer

Hi. We're OFX, a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive. Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years. 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 Working closely with and assisting the Product Support team to support NCP—OFX’s business financial platform. Assisting with the troubleshooting and triaging of client issue tickets relating to both our 1.0 and 2.0 financial platforms. 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. 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 Experience with 8x8 contact centre and unified communications  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 Experience working in the Financial/Fintech industry Experience with Spend Management Platforms Any