IT Support Engineer

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.   About the Team Airwallex IT Operations is the first port of call for employees when they need help or have an issue with technology. We’re a friendly and helpful team, happy to greet our new hires on their first day, help employees with technical support, and manage our hardware and fleet of laptops across all of our global offices. We provide services across our service desk, over chat, and face to face and zoom in our core offices. Job Summary: You’ll provide outstanding customer service and support to our Airwallex team in our offices and remotely, taking a lead for ops in EMEA. We’re obsessed with delivering a fantastic support experience and world-class customer service. From new hire IT onboarding to service desk tickets and walk-up support, meeting room and all-hands AV, you’ll be the “face” of IT to our Airwallex team. You’ll be the first point of contact when things go wrong for our team, and you’ll work closely with your peers internationally to provide a great support experience for Airwallex staff. You’ll get to work on a lot of different technology and projects, and grow your skills in engineering. Key Responsibilities - Provide on-site and remote IT support for Airwallex employees and contractors - Hardware and software support & troubleshooting – quickly able to debug common problems with Windows and Apple hardware, macOS, windows, iOS etc. - Strong SaaS troubleshooting skills – i.e. Zoom, Slack, Google Chrome, Google Workspace, etc. - Provide AV support for meeting rooms, all-hands, event spaces and office technology - Run new hire IT onboarding events every week - help our new starters set up their computers, accounts, and onboard to Airwallex - Own offboarding processes for assigned leavers or those in covered regions, incl. Laptop recovery and refreshing - Basic administration of common SaaS apps - Google Workspace, Slack, Okta, etc. - Write exceptional documentation and knowledge guides - clear, concise and easy to understand - Contribute to the global IT ops team, providing feedback on what works - and what doesn’t - Serve as ‘smart hands’ for other IT teams, helping troubleshoot issues - Handle complex requests and triage and prioritise - escalating where necessary, but knowing what is urgent vs. important - Lift and move common IT hardware, including desktop monitors and accessories, and some server hardware as reasonably necessary – basic tool use to assemble and disassemble basic hardware - Assist with office moves, build outs, on-site inspections on behalf of the IT team - Thrive in a startup environment – managing ambiguity and working with various teammates to get things done regardless of hierarchy   Qualifications - Exceptional customer service and hospitality skills - patiently and empathetically supporting people in time sensitive situations. - Exceptional, demonstrated communication skills in English - written and verbal - Strong, demonstrated documentation skills - Must have prior macOS support experience - Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom - Strong Slack skills – you know how to communicate technical issues with teams efficiently and quickly - Experience in an international company with offices and leaders in other countries - Consistent and reliable – aware of what is always required and committments - Strong foundational technical troubleshooting skills - hardware and software - Intermediate networking troubleshooting - you know the basics of networking and common issues with wifi, DNS and office networks. - Experience in high growth multinational tech companies – understanding of different cultures - Experience in a matrix environment, with projects across multiple teams - Strong ability to multitask and work on multiple competing priorities – you can quickly figure out what needs to happen first - Relentlessly customer focused – you do the right thing, the right way; hospitality experience is a great skill here - Working on a basic on-call schedule and flexible to support events with flexibility where necessary, such as a network upgrade or a marketing event. APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.