Pepperstone

Senior IT Support Engineer

Pepperstone

full-time

Posted on:

Location Type: Hybrid

Location: Bahama • North Carolina • United States

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Job Level

Senior

Tech Stack

AzureCloudDNSJamfMacOS

About the role

  • Deliver 1st and 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure, ensuring high-quality service and SLA alignment.
  • Act as the local IT representative, managing walk-ups, deskside support, onboarding/offboarding, office technology, and vendor coordination (e.g., ISPs, AV, facilities).
  • Triage, prioritise, and resolve tickets logged via JSM/Jira, Slack, phone, email, and face-to-face, ensuring accurate categorisation, clear documentation, and timely escalation of complex 3rd line issues to cloud or vendor teams.
  • Administer and maintain standard operating environments (SOE) including Intune/Jamf policies, OS deployments, software packaging, and change/release management.
  • Monitor endpoint and infrastructure performance using dashboards/alerts, escalating issues as needed, and recommending improvements to standards, hardware, and policies.
  • Develop and maintain knowledge articles and user guidance to improve first-contact resolution and reduce repeat incidents.
  • Implement process improvements and automation (e.g., PowerShell, Bash, workflows) to reduce manual effort and improve service quality.
  • Support local infrastructure projects and global initiatives, acting as the onsite lead for deployments, relocations, or upgrades in collaboration with global IT teams.
  • Champion IT security best practice in daily support, including secure configuration, identity and access management, and escalation of potential risks.
  • Mentor and guide IT Support Engineers, building capability within the team and ensuring adherence to global standards and processes

Requirements

  • Significant experience in an EUC administration and support role within a distributed/global environment
  • Proficient in ticketing systems (JSM/Jira) with SLA awareness, escalation discipline, and strong documentation habits
  • Hands-on experience with endpoint & device support (Windows, macOS, mobile, peripherals, docking stations)
  • Knowledge of OS & software support, including Microsoft 365, Ubunto, MacOS, Zoom, antivirus, and SaaS apps
  • Strong knowledge of network fundamentals (Wi-Fi, VPN, DNS, DHCP, LAN/WAN) and practical troubleshooting
  • Proficient in MDM tools (Intune, Jamf) for device management, policy enforcement, compliance, and deployment
  • Understanding of identity management (Azure AD, SSO, MFA, Conditional Access, lifecycle provisioning)
  • Familiarity with security principles (secure baselines, RBAC, antivirus, firewall, Cloudflare) and escalation practices
  • Competent in monitoring and alerting tools to identify performance issues and trigger incident workflows
  • Exposure to scripting/automation (PowerShell, Bash) to improve efficiency and reduce manual tasks
  • Experience with AV & conferencing support (meeting room technology, remote participant support, escalation to vendors as needed)
  • Knowledge of SaaS administration M365 (Exchange, SharePoint, Teams, OneDrive) including permissions and integration troubleshooting
  • Experience with workspace/vendor coordination (local ISP, telco, facilities, hardware lifecycle)
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
  • Ongoing personal development & learning opportunities
  • Paid annual leave and paid sick leave
  • 3 paid volunteering days per year & Workplace Giving Program
  • Periodic recognition and reward programs for outstanding performance and achievements
  • Frequent events and celebrations
  • Employee Assistance Program & Wellbeing Initiatives
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
EUC administrationticketing systemsendpoint supportdevice supportOS supportnetwork fundamentalsMDM toolsidentity managementscriptingAV & conferencing support
Soft Skills
communicationmentoringproblem-solvingdocumentationprocess improvementcollaborationescalation disciplinecustomer serviceteam buildingtime management