IT Support Engineer

About the role

Join the IT Operations team as the initial point of contact for employee technical issues. You will provide excellent customer service and support to Airwallex staff, both in the office and remotely. This role involves managing a variety of technologies and projects, offering opportunities for skill development.

Key facts

What you'll do

• Offer IT assistance to Airwallex employees and contractors, both on-site and remotely.
• Troubleshoot hardware and software problems across Windows, Apple, macOS, and iOS devices.
• Resolve issues with SaaS applications such as Zoom, Slack, Google Chrome, and Google Workspace.
• Provide audio-visual support for meeting rooms, company-wide events, and other office technology.
• Lead weekly IT onboarding sessions for new hires, assisting with computer and account setup.
• Manage the offboarding process for departing employees, including laptop retrieval and preparation.
• Perform basic administrative tasks for SaaS applications like Google Workspace, Slack, and Okta.
• Create clear and easy-to-understand documentation and knowledge guides.
• Contribute feedback to the global IT operations team regarding effective and ineffective practices.
• Act as "smart hands" for other IT teams, assisting with troubleshooting tasks.
• Prioritize and manage complex requests, escalating issues when necessary based on urgency and importance.
• Move and assemble IT hardware, including monitors and accessories, and some server equipment.
• Support office relocations, new office setups, and on-site inspections for the IT team.
• Adapt to a startup environment, handling ambiguity and collaborating across teams to achieve goals.

Requirements

• Demonstrated outstanding customer service and hospitality skills, providing patient and empathetic support.
• Proven strong communication skills in English, both written and verbal.
• Solid documentation abilities.
• Previous experience supporting macOS.
• Familiarity with basic administration of Google Workspace, Okta, Confluence, Jira, and Zoom.
• Proficient in using Slack for efficient technical communication with teams.
• Experience working in an international company with global offices and leadership.
• Consistent and dependable work ethic, understanding and meeting commitments.
• Strong fundamental technical troubleshooting skills for hardware and software.
• Intermediate networking troubleshooting knowledge, including wifi, DNS, and office network issues.
• Experience in high-growth multinational tech companies, with an understanding of diverse cultures.
• Ability to work in a matrix environment, managing projects across multiple teams.
• Strong capability to multitask and prioritize competing demands effectively.
• Unwavering customer focus, always acting correctly and ethically; hospitality experience is a plus.
• Willingness to participate in a basic on-call schedule and be flexible for events like network upgrades or marketing activities.

Skills & tools

• macOS
• Windows
• iOS
• Zoom
• Slack
• Google Chrome
• Google Workspace
• Okta
• Confluence
• Jira

Practical notes

Airwallex will not request bank details, sensitive ID numbers, or payment during the application process. All official communication will originate from an @airwallex.com email address. Apply only through careers.airwallex.com or the official LinkedIn page. Unsolicited resumes from recruiters are not accepted, and no fees will be paid unless a prior agreement exists for specific roles. Airwallex is an equal opportunity employer and values diversity, considering all applicants based on merit, qualifications, and talent without regard to protected characteristics. Accommodations for disabilities or special needs are available upon request.