Senior IT Support Engineer

About this role

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles . You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. 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. What you’ll do 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. Responsibilities: This job is primarily in-office. While we do support hybrid flexibility during the week, this role specifically requires regular on-site days in our office Monday-Thursday, with flexibility to be in when needed to support events or our team. 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 Who you are We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: 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 communic