Hi. We’re OFX, a global provider of online, international payment services. We solve the complexity of moving money and enable better decisions. Headquartered in Sydney with offices worldwide, we’re a customer-focused business that is all about inspiring customer confidence.
At OFX, you’ll have the opportunity to reach beyond your role and function across disciplines. Make use of your diverse skill set at a business that values your expertise and turn your potential into reality.
Purpose of your role
As a Senior Support Engineer you will be accountable for all escalations within the Support team. You will act as a technical expert for platforms and systems which fall under the SupportOps remit, ensuring requests are dealt with efficiently and with a high level of service. You will be the second point of contact for any technology incidents and be accountable for system support and remediation. You will also help to draft knowledge base articles and contribute to the upskilling of the wider team.
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. Success in this role will rely on strong troubleshooting and investigation skills, a deep understanding of level 1, level 2 and Desktop support, experience with ITIL frameworks (certification preferable) and a commitment to best practice.
What you do
- Play a key role in a global Service Desk team, taking ownership for the Service Desk during the allocated time in the 24-hour schedule.
- Take ownership of major incidents and issues, seeing them through from start to finish.
- Provide technical support to the global Support team, and action all escalated issues and major incidents.
- Perform troubleshooting and investigations for more difficult issues as an escalation point and working with other teams or externally with vendors where appropriate.
- Participate in Fault/Event Management, Incident Management, Problem Resolution and Root Cause Analysis of IT Systems.
- Maintain Core Business Systems in a proactive manner, ensuring systems are available, reliable and secure, though proactive monitoring and tasks.
- Work with the IT Operations Team to perform regular maintenance and patching of systems and devices.
- Participate when required in the planning, execution and delivery of key technology initiatives.
- Lead by example by using consistent, open and transparent .communication across teams
- Acts as a positive advocate for the team.
