It Senior Support Engineer (Santiago)

The Senior IT Support Engineer is a skilled technical specialist responsible for delivering support, up to and including advanced tier‑2, to Pepperstone's global user base. This role resolves complex issues, identifies patterns and root causes, and drives improvements that enhance the stability, security, and reliability of our IT services.

• Resolve complex incidents and service requests requiring advanced troubleshooting and deeper technical expertise.
• Deliver 2nd line IT support for regional office users across endpoints, SaaS platforms, collaboration tools, and local infrastructure, ensuring high‑quality service and SLA alignment.
• Support and guide IT Support Engineers during complex incident resolution.
• Conduct root‑cause analysis, identifying recurring patterns, and contribute to problem management.
• Triage, prioritise, and resolve tickets logged via JSM/Jira, Slack, phone, email, and face‑to‑face, ensuri...