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IT Support

Airwallex

Airwallex

IT, Customer Service
San Francisco, CA, USA
Posted on Monday, June 3, 2024

At Airwallex (airwallex.com), we’re building the future of global finance on one platform. Founded in 2015 in Melbourne, Airwallex is the leading financial technology platform for modern businesses to grow beyond borders. With one of the world’s most powerful payments infrastructure, our technology empowers businesses of all sizes to accept payments, move money globally, and simplify their financial operations, all on one single platform.

If you’re excited to do the most ambitious work of your career and change the way money moves around the world - join us!

About the Team

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.

Job Summary:

This is a 12 month fixed term contract role.

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 job is primarily in-office. While we do support hybrid flexibility during the week, this role requires regular on-site days in our office Monday-Thursday, with flexibility to be in when needed to support events or our team.

Key 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

Qualifications - if you meet some of the below needs, we encourage you to apply

  • 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 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

  • Strong Slack skills – you know your emojis and 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 knowledge of Google Workspace and Slack basics

  • 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, but you know the difference between a switch and a gateway

  • 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 how to help someone fix wifi on their laptop.

  • 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

  • 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; hospitality experience is a great skill here

  • 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!)

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.