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About the Role
Provide outstanding customer service and support to the Airwallex team, taking a lead for IT operations in the Americas. Focus on 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 will be the "face" of IT, the first point of contact when things go wrong, and will work closely with international peers to provide a great support experience. You will work on diverse technology and projects, growing your skills in engineering.
Responsibilities
- Provide on-site and remote IT support for Airwallex employees and contractors
- Perform hardware and software support & troubleshooting for common problems with Windows and Apple hardware, macOS, Windows, iOS etc.
- Troubleshoot common SaaS applications like Zoom, Slack, Google Chrome, and Google Workspace
- Provide AV support for meeting rooms, all-hands, event spaces, and office technology
- Run new hire IT onboarding events weekly, assisting new starters with computer setup, accounts, and onboarding
- Manage offboarding processes for assigned leavers or those in covered regions, including laptop recovery and refreshing
- Perform basic administration of common SaaS apps such as Google Workspace, Slack, and Okta
- Write clear, concise, and easy-to-understand documentation and knowledge guides
- Contribute to the global IT ops team by providing feedback on processes
- Serve as 'smart hands' for other IT teams, assisting with troubleshooting
- Handle complex requests, triage, and prioritize tasks, escalating when necessary
- Lift and move common IT hardware, including desktop monitors, accessories, and some server hardware
- Assist with office moves, build-outs, and on-site inspections on behalf of the IT team
- Manage ambiguity and work with various teammates to accomplish tasks in a startup environment
- Work on a basic on-call schedule and be flexible to support events
Requirements
- Exceptional customer service and hospitality skills, with the ability to patiently and empathetically support people in time-sensitive situations
- Exceptional, demonstrated communication skills in English, both written and verbal
- Strong, demonstrated documentation skills
- Prior macOS support experience is required
- Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, and Zoom
- Strong Slack skills for efficient and quick communication of technical issues
- Experience in an international company with global offices and leaders
- Consistent and reliable, understanding of ongoing requirements and commitments
- Strong foundational technical troubleshooting skills for both hardware and software
- Intermediate networking troubleshooting skills, including basic understanding of Wi-Fi, DNS, and office networks
- Experience in high-growth multinational tech companies, with an understanding of different cultures
- Experience in a matrix environment with cross-team projects
- Strong ability to multitask and manage multiple competing priorities
- Relentlessly customer-focused approach, prioritizing the right action done the right way
- Flexibility to support events and potential network upgrades
Skills
- macOS support
- Google Workspace administration
- Okta administration
- Confluence
- JIRA
- Zoom
- Slack
- Hardware troubleshooting
- Software troubleshooting
- SaaS troubleshooting
- AV support
- Documentation
- Customer service
- Networking troubleshooting
- Multitasking
Location
- Americas
Work Type
- On-site
- Remote
Experience Level
- Intermediate
About the Company
- Airwallex is the only unified payments and financial platform for global businesses.
- Powered by proprietary infrastructure and software, Airwallex empowers over 250,000 businesses worldwide with integrated solutions for business accounts, payments, spend management, treasury, and embedded finance.
- Founded in Melbourne, Airwallex has a team of over 2,300 employees across 27 global offices.
- Valued at US$11 billion and backed by leading investors, Airwallex is building the future of global payments and financial platforms.
- The company hires builders with founder-like energy, seeking impact, accelerated learning, and ownership.
- Airwallex values strong role-related expertise, sharp thinking, and motivation by mission and operating principles.
- Employees are encouraged to move fast with good judgment, dig deep with curiosity, and make decisions from first principles.
- The company fosters a humble and collaborative environment where ideas are turned into products, and tasks are completed end-to-end.
- AI is utilized to enhance work efficiency and problem-solving.
- Employees tackle complex, high-visibility problems with exceptional teammates and grow their careers.
Equal Opportunity
- Airwallex is proud to be an equal opportunity employer.
- Diversity is valued, and employment decisions are based on merit, qualifications, competence, and talent.
- The company does not discriminate based on color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status.
- Accommodation is available for individuals with disabilities or special needs.