Senior IT Support Engineer, India

Overview

Provide on-site and remote IT support to Airwallex employees and contractors across macOS, Windows and Apple hardware, acting as the first point of contact for technical issues.

What you'll do

• Own a consistently great support experience across on-site and remote IT requests, including complex issues that require careful triage and escalation.
• Troubleshoot hardware, operating systems, SaaS applications and office technology across Mac and Windows environments.
• Deliver smooth new-hire IT onboarding by helping new starters set up their computers, accounts and access.
• Support meeting rooms, all-hands event spaces and office technology so employees can work effectively.
• Administer and support tools including Google Workspace, Slack, Okta, Confluence, Jira and Zoom, while contributing to documentation, knowledge guides and process improvements.
• Partner with international peers and cross-functional teams to manage competing priorities, improve support processes and contribute to engineering projects.

What you'll need

• A patient and empathetic approach to supporting users on-site, often in time-sensitive situations.
• Great documentation skills, with the ability to document your work and write clear, high-quality knowledge articles.
• Experience supporting and troubleshooting common MDM applications across Mac and Windows.
• Experience with basic administration of Google Workspace, Okta, Confluence, Jira and Zoom.
• Strong knowledge of Google Workspace and Slack basics.
• Strong foundational technical troubleshooting skills across hardware and software.
• Intermediate troubleshooting skills across office hardware, with an understanding of basic office networks and infrastructure.
• Intermediate networking troubleshooting skills, including common issues with Wi-Fi, DNS and office networks.
• Experience working in high-growth, multinational technology companies, with an understanding of different cultures and an empathetic approach to communicating across languages.
• Experience working in a matrix environment, with projects spanning multiple teams.
• A consistent, reliable and dependable approach, combined with a hunger to learn and work on more than support.
• The ability to multitask and manage competing priorities, quickly identifying what needs to happen first and what can wait.
• Willingness to work on a shifting schedule to support a hybrid work environment and occasional out-of-hours events or projects, with appropriate time to recover.

Nice to have

• Experience in financial services, fintech or payments.

Details

• Location: Bangalore, India.
• Work from the Bangalore office five days a week.
• Shifting schedule to support a hybrid work environment and occasional out-of-hours events or projects.