IT Support Engineer

Overview

Provide responsive, empathetic technical support that keeps Airwallex employees productive across the New York office and remotely, as the first point of contact for macOS and Windows issues, hardware troubleshooting, workplace applications, meeting-room technology and AV support.

What you'll do

• Own employee technology requests through to resolution, triaging competing priorities and escalating when necessary.
• Deliver reliable on-site and remote support across macOS, MacBook hardware, Windows software, PCs, workplace applications and office technology.
• Support new-hire IT onboarding by helping new starters set up their computers and accounts for a smooth first day.
• Improve the support experience by documenting solutions clearly, contributing to operational guides and sharing process improvements with colleagues internationally.
• Provide AV support for meeting rooms, event spaces and office technology during day-to-day operations and internal events.

What you'll need

• Exceptional customer service and hospitality skills, with the patience and empathy to support users on-site and in time-sensitive situations.
• Exceptional written and verbal communication skills.
• Strong documentation skills and the ability to write clear, concise knowledge guides for a broad audience.
• Experience supporting and troubleshooting common MDM applications across Mac and Windows environments.
• Experience with basic administration of Google Workspace, Okta, Confluence, Jira and Zoom.
• Strong Slack skills, including communicating technical issues efficiently with peers and senior support partners.
• Strong technical troubleshooting skills across hardware and software.
• Experience providing on-site and remote technical support for macOS, MacBook hardware, Windows software and PCs.
• Experience troubleshooting common workplace applications such as Zoom, Slack, Google Chrome and Google Workspace.
• Experience providing AV support for meeting rooms, event spaces and office technology.
• Experience supporting new-hire IT onboarding, including computer and account setup.
• Intermediate troubleshooting skills for office hardware, including a basic understanding of office networks and infrastructure.
• Intermediate networking troubleshooting skills, including familiarity with Wi-Fi, DNS, office networks, switches and gateways.
• Strong ability to multitask and manage competing priorities, quickly identifying what needs attention first.
• A consistent, reliable and dependable approach, with a desire to keep learning and contribute beyond day-to-day support.
• A relentlessly customer-focused mindset: you do the right thing, the right way.
• Flexibility to support events, hardware changes, office moves and other operational needs as required.
• Experience handling complex requests, triaging and prioritising effectively, escalating when necessary, and owning issues through to completion.
• Experience contributing to operational guides and improving processes for colleagues internationally.

Nice to have

• Experience working in a multinational technology company, with an understanding of different cultures and empathy for people communicating in a second language.

Details

• Location: New York office, with remote support also included.
• Work mode: on-site at the New York office four days a week, with flexibility to be on-site when needed for events, hardware changes, office moves or team support.
• Flexing hours occasionally to work across multiple countries and time zones.