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Technical Support Engineer

Who are we?

On paper, we're a bank. In practice, we're a tech company driven by visionary thinkers on a mission to reinvent banking. Over a decade ago, we began refining our expertise by reimagining mobile banking for the Bendigo Bank brand. In 2018, in collaboration with Bendigo and Adelaide Bank, we launched Up — an entirely digital banking experience designed to make financial wellbeing engaging and accessible. Ferocia was acquired by Bendigo Bank in 2021. Bendigo Bank's purpose is to feed into to the prosperity of our community, not off it. We couldn't have found a more perfect home.

Banking is an essential service, for the advantaged, disadvantaged, and everyone in between. We believe that through innovation and empathy we can help the people who most need it have a better relationship with their money. “Build an an engaging, accessible path to financial wellbeing” is the core mission of the company and we expect you to align to that mission in the work that you do.

We have a hybrid work culture where you can attend the office as much or as little as makes sense for you and your team. We place a lot of value in spending time together in person, so while we won’t dictate how many hours or days you spend in the office per week we’re currently only hiring folks who can get themselves to our Melbourne office when needed (e.g. for our company-funded team lunches).

The Ferocia Governance, Risk and Operations (GRO) team helps, supports, enables and empowers Ferocia teams in building and sustaining positive momentum for delivering amazing customer outcomes.

The GRO team focuses on embedding risk management practices and required capabilities, with specific focuses on the experiences of Ferocia team members with risks, threats, security, compliance, governance and controls.

Role purpose:

We are seeking a talented Technical Support Engineer to join our growing Corporate Engineering and Governance team within Governance, Risk and Operations (GRO), reporting to the Corporate Engineering and Governance Lead.

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 everything they need to bring visions to life.

Key Responsibilities:

  • Technical Support: Provide on-site and remote support for macOS and Google Workspace, alongside other products within our IT infrastructure whilst addressing technical issues promptly and effectively to minimise disruptions.
  • Service Request Management: Monitor incoming service requests, priorise 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 and Governance team.
  • Staff Onboarding: Manage the onboarding process for new staff, ensuring they have the necessary IT resources and access to systems from day one.
  • 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' 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.
  • Contribute positively to the overall success and wellbeing of the team.

Qualification:

  • Experience in Level 1/2 IT support, particularly within a macOS, Okta and Google Workspace environment.
  • Strong understanding of IT security protocols and best practices.
  • 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.
  • Experience with Jamf Pro is desirable, any macOS management tool is beneficial.
  • Experience with IT ticketing systems and their functionality is essential.

To Apply

Please direct your submission to careers@up.com.au with the subject line "Application: Technical Support Engineer". Include your resume and a brief spiel on what you are passionate about and we'll take it from there.

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