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Support Engineer

Sydney, Australia

OFX is continuing to hire most interviewing and on-boarding done virtually due to COVID-19.We welcome conversations aroundflexible working arrangementsfor this role.Please indicate in the application questions what working arrangements would be your preference.

G'Day.We're OFX, a global provider of online, international payment services for our personal, business and partner customers. Since launching on Sydney's Northern Beaches twenty years ago, OFX has grown to become a truly global company. We're now trusted by customers all around the world and have grown to over 400 employees with offices in Sydney, London, Dublin, San Francisco, Toronto, Auckland, Singapore and Hong Kong. We are a publicly listed company, listed on the Australian Stock Exchange (ASX: 'OFX')

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We are looking for a Support Engineer for providing level 1, level 2 Desktop support to the business, ensuring that requests are dealt with efficiently and effectively 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, ensuring that all requests are logged appropriately, with all the relevant information and placed in the correct queues
  • Taking ownership for 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

What you bring:

Knowledge, Skills & Experience:
  • Tertiary level IT/computing qualification
  • 2+ years' experience in Support
  • Excellent interpersonal, written, and oral communication skills required
  • Strong customer service and presentation skills
  • Strong Experience with Service Desk tools (eg, FreshService or JIRA Service Desk)
  • Strong 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 (Scrum and Kanban)
  • 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
  • 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)
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.

Global markets move fast and so do we. We work across borders and time zones, which helps make the world feel a little smaller. From San Francisco, Toronto to London, Dublin, Sydney, Auckland, Hong Kong & Singapore, there's always a colleague to help.

  • We promote an environment of reward and recognition, OFXers are encouraged to celebrate their peers' effort, technical expertise or support through a range of channels and awards.
  • Giving back, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, that OFXers can use together or individually.
  • Always keep learning. Drive your own learning with LinkedIn learning, which all OFXers have access to. We offer a variety of other learning programs and host an annual Open Day to encourage cross functional and soft skill learning.
  • We take pride in having a work/life balance and flexibility; we encourage employees to work productively and efficiently. Our OFXers enjoy Birthday leave to celebrate their birthday however they choose.
  • Our Good Vibes employee-led committees organize events to keep our employees engaged inside and outside the office. Whether it's participating in our weekly yoga class (now also online), office happy hours, end of year celebrations. Our team wants you to feel welcome!
  • Hybrid and flexible working options
Job ID: ofz-802
Employment Type: Other

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