Senior IT Support Engineer, China

You’ll provide outstanding customer service and support to our Airwallex team in our offices and remotely. 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. This role requires regular fixed on-site days in our office, with reasonable flexibility required, such as to support onboarding, in-office events or marketing initiatives. This role is based in Shanghai.

Responsibilities

Provide on-site and remote IT support for Airwallex employees and contractors; Hardware support & troubleshooting – quickly able to debug common problems with Windows and Apple hardware; Software support & troubleshooting – able to troubleshoot common macOS and windows software issues and OS issues; Strong SaaS troubleshooting skills – i.e. Zoom, Slack, Google Chrome, Google Workspace, etc.; Provide AV support for meeting rooms, all-hands event spaces and office technology; Run new hire IT onboarding events every week - help our new starters set up their computers, accounts, and onboard to Airwallex; Basic administration of common SaaS apps - Google Workspace, Slack, Okta, etc.; Write exceptional documentation and knowledge guides - clear, concise and easy for all audiences to understand; Contribute to the global IT ops team, providing feedback on what works - and what doesn’t, improving our processes and helping peers; Handle complex requests and triage and prioritise - escalating where necessary, but knowing what is urgent, mindful of others’ time and schedules; Lift and move common IT hardware, including desktop monitors and accessories, and some server room hardware as reasonably necessary – basic tool use to assemble and disassemble basic hardware; Thrive in a startup environment – managing ambiguity and working with various teammates to get things done regardless of hierarchy

Requirements

Exceptional customer service and hospitality skills - patiently and empathetically supporting people in time sensitive situations; Exceptional, proven communication skills - written and verbal; Great documentation skills – you can document your work, and write a great article to a high standard; You must have prior macOS support experience; Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom; Strong Slack skills – you know your emojis and you know how to communicate technical issues with teams efficiently and quickly; Experience in an international company with offices and leaders in other countries; You’re consistent and reliable – and you’re hungry to learn more and work on more than just support; Strong foundational technical troubleshooting skills - hardware and software; Intermediate networking troubleshooting - you know the basics of networking and common issues with wifi, DNS and office networks; Experience in high growth multinational tech companies – understanding of different cultures, aware of challenges communicating across languages, but patiently able to work through technical problems; Experience in a matrix environment, with projects across multiple teams; 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; Working on a basic on-call schedule and flexible to support events with flexibility where necessary, such as a network upgrade or a marketing event.

Nice to have

Experience in financial services. fintech or payments; Relentlessly customer focused – you do the right thing, the right way; hospitality experience is a great skill here