IT Engineer

Thunes•San Francisco, CA

17h

About The Position

Thunes is the Smart Superhighway to move money around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ network connects directly to over 7 billion mobile wallets and bank accounts worldwide, as well as 15 billion cards via more than 320 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house SmartX Treasury System and Fortress Compliance Platform, ensuring Members of the network receive unrivaled speed, control, visibility, protection and cost efficiencies when making real-time payments, globally. Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Headquartered in Singapore, Thunes has offices in 14 locations, including Abidjan, Barcelona, Beijing, Dubai, Hong Kong, Johannesburg, London, Manila, Nairobi, Paris, Riyadh, San Francisco and Shanghai. For more information, visit: https://www.thunes.com/

Requirements

Proven experience in equivalent role acquired in a fast-paced and international environment
Passion to deliver a world-class customer service experience
Experience with user support process (Jira & Confluence), MDM & Identity Provider Management (JumpCloud)
Extended experience in supporting both WinOS and MacOS computers & devices
Strong experience of corporate networking and security practices
Minimum 5 years of relevant experience
Fluent in English at professional working level

Responsibilities

Provide day to day technical support to internal customers (internal end-users)
Document, track and monitor users’ problems to ensure swift resolution through common user request management systems (Jira Ticketing, Slack, etc.)
Administration of all different platforms (Google Workspace, Slack, Jira, etc..)
Install and configure computer hardware, software, networks and applications
Work with the team to create process, documentation and aim for global standardization to help streamline and speed up support
Enforce collaboration and shared practices with the rest of the I.T. team
Pro-actively monitor the status of office I.T. infrastructure, determine any issues or potential problems and recommend solutions
Ensure I.T. policies are adhered to at all times
Provide orientation and guidance to users on how to operate new software and computer equipment
Contribute to global I.T. initiatives with professional knowledge and local insights.