Senior IT Support Engineer at Airwallex · LumiJobs

Responsibilities

You’ll provide outstanding customer service and support to our Airwallex team in our offices and remotely. 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 consistently great support experience, in offices or remotely. You’ll get to work on a lot of different technology and projects, and grow your skills in engineering.
This job is primarily in-office. While we do support hybrid flexibility during the week, this role specifically requires regular on-site days in our office Monday-Thursday, with flexibility to be in when needed to support events or our team.
Provide on-site and remote tech support for Airwallex employees and contractors, focused on macOS and MacBook hardware support, and Windows software and PC support.
Provide software support and troubleshooting on macOS and Windows OS
Use basic hardware troubleshooting skills - quickly able to debug common problems with windows and Apple hardware and computers
Strong troubleshooting skills with common software, i.e. Zoom, Slack, Google Chrome, Google Workspace, etc.
Provide AV support for our meeting rooms, event spaces and office technology - daily and for internal events
Conduct new hire IT onboarding events every week - help our new starters set up their computers, accounts, and have an amazing first day
Basic administration of one or more applications - Google Workspace, Slack, Okta and assist with common issues
Write exceptional documentation and support knowledge guides - clear, concise and easy for all audiences to understand and act on
Contribute to operational guides, providing feedback on what works - and what doesn’t, improving our processes and helping peers internationally

Qualification

ExceptionalYou’re consistentApplicant Safety PolicyTo protect you from recruitment scamsEqual opportunity

Required

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.
Exceptional customer service and hospitality skills - patiently and empathetically supporting users on-site and often in time sensitive situations.
Exceptional, proven communication skills - written and verbal
Great documentation skills – you can document your work, and write to a high standard
Experience with supporting and troubleshooting common MDM applications – Mac and Windows
Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom
Strong Slack skills – you know how to communicate technical issues with peers or senior support efficiently and quickly
You’re consistent, reliable and dependable – but you’re hungry to learn more and work on more than just support
Strong technical troubleshooting skills - hardware, software
Intermediate troubleshooting skills of office hardware – you know the basics of an office network or infrastructure, and can diagnose problems with help
Intermediate networking troubleshooting - you should know the basics of networking and common issues with wifi, DNS and office networks. You don’t need to know DNS ports, but you should know what a switch and a gateway is.
Strong ability to multitask and work on multiple competing priorities – you can quickly figure out what needs to happen first, and what can wait a little longer

Preferred

Experience in multinational tech companies – understanding of different cultures and empathetic to challenges communicating in second languages, but patiently able to work through technical problems
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 email address. Please apply only through 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.

Senior IT Support Engineer

Responsibilities

Qualification

Required

Preferred

Company

Airwallex

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