Technical Support Engineer

About Ferocia

We're the team behind Up, but under the hood, we're Ferocia - a passionate tech company driven by financial inclusion. Since 2011, we've been crafting innovative financial tools, starting with the digital platform for Bendigo Bank. We believe technology can empower everyone, from the advantaged to the disadvantaged, which is why Up was born.

Now, as part of the Bendigo and Adelaide Bank family, we combine the agility of a small company with the reach and stability of a major player. Together, we're carbon neutral, community-focused, and dedicated to high standards of corporate governance. Our mission? To leverage technology to help Australians move from financial stress and anxiety to a place of confidence and empowerment.

Want to join us? We'd love to hear from you

About the role

We are seeking a talented Technical Support Engineer to join our growing Corporate Engineering team, reporting to the Corporate Engineering Manager.

In this role you will be working in a small and proactive team supporting, managing and fulfilling activities that orbit Ferocia's IT needs. Your years of knowledge and skills will feed into making the experience for all Ferocians some of the best in the industry, and give them the tools and support they need to bring visions to life.

The Ferocia Corporate Engineering team supports, enables, and empowers Ferocians in building and sustaining positive momentum for delivering amazing customer outcomes.

Key responsibilities

• Technical Support: Provide on-site and remote support for macOS and our Mac fleet, alongside other products within our IT infrastructure, whilst addressing technical issues promptly and effectively to minimise disruptions.
• Service Request Management: Monitor incoming service requests, prioritise them based on urgency, and take appropriate actions. This includes managing requests related to systems access, tools and IT equipment in collaboration other members of the Corporate Engineering team.
• Staff Onboarding: Manage and continuously improve the onboarding process for new staff, ensuring they have the necessary IT resources and access to systems from day one.
• Be Present: This role has a requirement to be in the office on a regular basis - as a team we aim to have coverage for Ferocians across the 5 day week and an expectation of every member of Corporate Engineering is to be in the office at least 2 days per week.
• Security Follow-up: Actively follow-up with staff on outstanding security issues related to their devices, ensuring compliance with security protocols and standards.
• Research and Development: Stay informed about existing and new infrastructure and software, identifying opportunities for improvement and innovation without our IT environment.

Key outcomes

• Be a mate and deliver outcomes for Ferocians, enhancing their day-to-day ability to continuously deliver experiences to customers and keep the heart of Ferocia's IT infrastructure ticking.
• Establish and maintain successful relationships with key stakeholders of varying technical capability and knowledge.
• Mentor and support juniors within the team and provide support where required to the Corporate Engineering Manager on priority tasks.
• Contribute positively to the overall success and wellbeing of the team, being a mate extends within the Corporate Engineering team.

Qualifications

• Experience in Level 1/2 IT support, particularly within a macOS, Okta and Google Workspace environment.
• Strong understanding of current IT security protocols and best practices.
• Experience with Jamf Pro device management is highly desirable.
• Experience with JIRA Service Management is highly desirable, exposure to alternative IT ticketing systems a requirement.
• Excellent problem-solving skills with the ability to prioritise tasks and manage multiple requests simultaneously.
• Strong communication and interpersonal skills, with a focus on delivering exception customer service and being a mate.
• Desire to automate processes and work within existing tools to create better ways of working.

#LI-DNI

Working at Ferocia

We have a hybrid work culture where people can attend the Ferocia office as much or as little as makes sense for them, but we are currently only hiring in Melbourne (or adjacent areas) as we still value physically getting together at least a half-dozen times per year.

We offer:

• A small team of passionate people
• Generous leave and parental policy
• Flexible working schedule
• Great city office and perks (rooftop, gym and personal trainer, games…)
• Budget for personal development, training, and conferences
• Employee Assistance Program via Sonder
• Home loan rebates for our loans (conditions apply)
• Ongoing equity grants (conditions apply)

Not quite ticking every box? Throw your hat in the ring anyway! At Ferocia, we're all about shaking things up and rewriting the rules. We thrive on diversity and inclusion, and we wholeheartedly encourage you to step up and shine. Let us be the judge of your qualifications for this role – you just might surprise yourself!