Senior IT Support Engineer, India

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 for our team. You’ll get to work on a lot of different technology and projects, and grow your skills in engineering. This role requires regular fixed on-site days in our office. This role is based in Bangalore.

Responsibilities

Provide on-site and remote IT support for Airwallex employees and contractors, on macOS and windows, and hardware support for PC and Apple hardware; Provide software support and troubleshooting on macOS and Windows OS and SaaS applications; Hardware troubleshooting – quickly able to debug common problems with Windows and Apple hardware; 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 one or more applications - Google Workspace, Slack, Okta and assist with common issues and projects; Write exceptional documentation and knowledge guides - clear, concise and easy for all audiences to understand and act on; Contribute to constant team improvement, 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 when to move forward, mindful of others’ time and schedules; Thrive in a startup environment – managing ambiguity and working with various teammates and teams to get things done regardless of hierarchy

Requirements

A patient and empathetic approach to supporting users on-site and often in time sensitive situations.; Great documentation skills – you can document your work, and write a great article 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; You’re consistent, reliable and dependable – but you’re hungry to learn more and work on more than just support; Strong knowledge of Google Workspace and Slack basics; Strong foundational technical troubleshooting skills - hardware and software; Intermediate troubleshooting skills on office hardware – you know the basics of an office network or infrastructure, and can diagnose basic problems, like why the printer doesn’t work, what an VPN error is, etc.; Intermediate networking troubleshooting - you know the basics of networking and common issues with wifi, DNS and office networks. You don’t need to know DNS ports, but you know the difference between a gateway and a switch.; Experience in high growth multinational tech companies – understanding of different cultures, empathetic to 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; Willing to work on a shifting schedule to support a hybrid work environment, and reasonably able to support some out-of-hours events or projects (but we’ll make sure you get rest to recover too!)

Nice to have

Experience in financial services, fintech or payments