IT Support Engineer

Airwallex • New York, NY

1d • $120,000 - $170,000 • Hybrid

About The Position

Airwallex is hiring an IT Support Engineer to provide responsive, empathetic technical support that keeps employees productive across its New York office and remotely. The role is the first point of contact for macOS and Windows issues, hardware troubleshooting, workplace applications, meeting-room technology, and audiovisual support for internal events. The engineer owns employee technology requests through resolution, balances competing priorities, and escalates issues when needed.

The position provides on-site and remote support for macOS, MacBook hardware, Windows software, PCs, workplace applications, and office technology. It also supports new-hire onboarding by helping employees set up computers and accounts, and improves support operations by documenting solutions, contributing to guides, and sharing process improvements with international colleagues. Meeting rooms, event spaces, and office technology require audiovisual support during daily operations and internal events.

The engineer works from the New York office four days per week, with flexibility to be on-site when needed for events, hardware changes, office moves, or team support. The role is part of Enterprise Engineering, which builds and supports systems, tools, and infrastructure across IT Support, IT Engineering, Corporate Networking, and Business Engineering.

Requirements

• Exceptional customer service and hospitality skills, with patience and empathy in on-site and time-sensitive situations.
• Exceptional written and verbal communication skills.
• Strong documentation skills and 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 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.
• 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 customer-focused mindset and commitment to doing 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 completion.
• Experience contributing to operational guides and improving processes for colleagues internationally.

Nice To Haves

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

Responsibilities

• Own employee technology requests through resolution, triaging competing priorities and escalating when necessary.
• Provide on-site and remote support for macOS, MacBook hardware, Windows software, PCs, workplace applications, and office technology.
• Support new-hire IT onboarding, including computer and account setup.
• Document solutions, contribute to operational guides, and share process improvements with colleagues internationally.
• Provide audiovisual support for meeting rooms, event spaces, and office technology during daily operations and internal events.
• Support operational needs such as events, hardware changes, and office moves.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed