IT Support Engineer
About The Position
Airwallex IT Operations is the first port of call for employees when they need help or have an issue with technology. We’re a friendly and helpful team, happy to greet our new hires on their first day, help employees with technical support, and manage our hardware and fleet of laptops across all of our global offices. We provide services across our service desk, over chat, and face to face and zoom in our core offices. 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, in offices or remotely. You’ll get to work on a lot of different technology and projects, and grow your skills in engineering.
Requirements
- 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 to a high standard
- Experience with supporting and troubleshooting common MDM applications – Mac and Windows
- Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom
- Strong Slack skills – 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 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
- Intermediate networking troubleshooting - you should know the basics of networking and common issues with wifi, DNS and office networks. You don’t need to know DNS ports, but you should know what a switch and a gateway is.
- Strong ability to multitask and work on multiple competing priorities – you can quickly figure out what needs to happen first, and what can wait a little longer
- Relentlessly customer focused – you do the right thing, the right way
- Reasonable flexibility in work shift/location - support for events, hardware changes, office moves etc. as or if needed
Nice To Haves
- Experience in multinational tech companies – understanding of different cultures and empathetic to challenges communicating in second languages, but patiently able to work through technical problems
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, i.e. Zoom, Slack, Google Chrome, Google Workspace, etc.
- Provide AV support for our meeting rooms, event spaces and office technology - daily and for internal events
- Conduct new hire IT onboarding events every week - help our 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 our processes and helping peers internationally
- Handle complex requests and triage and prioritise - escalating where absolutely necessary, but owning an issue to completion
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
