Airwallex is hiring: Senior IT Support Engineer in San Francisco

Airwallex IT Operations role description and responsibilities are included below with core requirements and program details preserved where applicable.

What You’ll Do

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. You’ll get to work on a lot of different technology and projects, and grow your skills in engineering.

Responsibilities

• 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, e.g. Zoom, Slack, Google Chrome, Google Workspace, etc.
• Provide AV support for meeting rooms, event spaces and office technology - daily and for internal events.
• Conduct new hire IT onboarding events every week - help 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 processes and helping peers internationally.
• Handle complex requests and triage and prioritise - escalating where absolutely necessary, but owning an issue to completion.

Who You Are

We’re looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum Qualifications

• 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 a great article to a high standard.
• Experience with supporting and troubleshooting common MDM applications – macOS and Windows.
• Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom.
• Strong Slack skills – you know your emojis and 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 knowledge of Google Workspace and Slack basics.
• 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, but you know the difference between a switch and a gateway.
• Intermediate networking troubleshooting - you should know the basics of networking and common issues with Wi-Fi and office networks. You don’t need to know DNS ports, but you should know how to help someone fix WiFi on their laptop.
• Strong ability to multitask and work on multiple competing priorities.
• Relentlessly customer focused – you do the right thing, the right way; hospitality experience is a great skill here.
• Willing to work on a shifting schedule to support a hybrid work environment, and reasonably able to support some out-of-hours events or projects.

Preferred Qualifications

• Experience in multinational tech companies – understanding of different cultures and empathetic to challenges communicating in second languages, but patient in working through technical problems.

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.

Compensation Range: $120K - $180K

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