IT Support Engineer

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software we empower over 250000 businesses worldwide including Brex Rippling Navan Qantas SHEIN and many more with fully integrated solutions to manage everything from business accounts payments spend management and treasury to embedded finance at a global scale.

Proudly founded in Melbourne we have a team of over 2300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price Visa Mastercard Robinhood Ventures Sequoia Salesforce Ventures DST Global and Lone Pine Capital Airwallex is leading the charge in building the global payments and financial platform of the future. If youre ready to do the most ambitious work of your career join us.

Attributes We Value

We hire successful builders with founder-like energy who want real impact accelerated learning and true ownership. You bring strong role-related expertise and sharp thinking and youre motivated by our mission and operating principles. You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor.

Youre humble and collaborative; turn zerotoone ideas into real products and you get stuff done end-to-end. You use AI to work smarter and solve problems faster. Here youll tackle complex highvisibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you lets build whats next.

About the Team

Airwallex IT Operations is the first port of call for employees when they need help or have an issue with technology. Were 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:

Youll provide outstanding customer service and support to our Airwallex team in our offices and remotely taking a lead for ops in EMEA. Were 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 youll be the face of IT to our Airwallex team. Youll be the first point of contact when things go wrong for our team and youll work closely with your peers internationally to provide a great support experience for Airwallex staff. Youll 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 doesnt

• 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 @ email address. Please apply only through 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 dont 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.

Required Experience:

IC

Employment Type : Full-Time
Department / Functional Area: Engineering
Experience: years
Vacancy: 1