IT Operations Technician
TMGM (Trademax Global Limited / Trademax Australia Limited) is an online CFD and forex broker offering trading in Forex, Precious Metals, Cryptocurrencies, Oil, Shares and Indices. It serves retail investors globally, providing platforms like MetaTrader 4/5 and its own TMGM app, with competitive spreads, high leverage, and various account types including cent accounts.
About TMGM
TMGM is a global online trading broker operating under Trademax Australia Limited (regulated by ASIC, AFSL no. 436416, based in Sydney, NSW, Australia) and Trademax Global Limited. The company offers CFD trading across six asset classes—Forex, Precious Metals, Cryptocurrencies, Oil, Shares, and Indices—via industry-standard platforms such as MetaTrader 4 and MetaTrader 5, as well as its own TMGM mobile app. It serves retail traders and investors in over 150 countries (excluding the US, Malaysia and Thailand), offering features like tight spreads from 0.0 pips, leverage up to 1:1000, minimum deposits as low as $15-$100, fast execution, segregated client funds, and multiple funding options with no fees. TMGM also provides educational resources including a trading academy, webinars, market news and analysis, and runs promotions such as trading competitions, referral bonuses, and cashback programs. The company has sponsorship partnerships with Chelsea FC and the Brooklyn Nets, and has received numerous industry awards for broker services, trading platforms, and customer support across the Asia-Pacific region.
Skills
About the Role
You will provide day-to-day technical assistance across the organization, handling IT service requests and incident tickets, supporting hardware and software troubleshooting, maintaining IT assets, and ensuring users receive timely and effective technical support. This role offers you the opportunity to grow your career in IT support while gaining exposure to infrastructure, endpoint management, security practices, and enterprise productivity tools.
Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field preferred
- 2–3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support
- Hands-on experience handling tickets in an ITSM or ticketing system, preferably Jira Service Management
- Understanding of common ITSM ticket types, including incidents, service requests, access requests, and escalations
- Basic understanding of SLA, ticket priority, ticket status, escalation, and resolution timelines
- Experience troubleshooting Windows and/or macOS devices
- Basic knowledge of Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting
- Basic exposure to MDM tools such as Microsoft Intune, Jamf or similar platforms is an advantage
- Good understanding of computer hardware, software, networking, and common office applications
- Ability to document troubleshooting steps and ticket resolutions clearly
- Strong communication skills with a customer-service mindset
- Able to prioritize multiple support requests and follow up until resolution
- Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified, or related IT support certifications will be an advantage
Responsibilities
- Review, update, prioritize, and follow up on assigned tickets in a timely manner
- Respond to and resolve incident tickets, including hardware, software, network, printer, email, login, and access-related issues
- Handle service request tickets, such as user account setup, password reset, software installation, device preparation, access requests, and basic configuration changes
- Ensure tickets are properly documented with troubleshooting steps, resolution notes, and closure details
- Follow agreed SLA requirements and escalate tickets when issues cannot be resolved within the expected timeframe
- Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and standard business applications
- Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and office productivity tools
- Assist with onboarding and offboarding activities, including device setup, account creation, access removal, and equipment collection
- Support basic MDM-related tasks, such as enrolling devices, checking device compliance, applying standard policies, and assisting users with mobile device issues
- Perform basic troubleshooting for network connectivity issues, including LAN, Wi-Fi, VPN, and internet access
- Maintain accurate records of IT assets, repairs, support activities, and ticket history
- Prepare simple user guides, knowledge base articles, and support documentation when required
- Follow company IT security, data privacy, and access control procedures
Benefits
- Performance-based incentives
- Health and wellness benefits