Senior IT Support Engineer, India
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Key skills for this role
Role Overview
Airwallex IT Operations supports employees through service desk, chat, face-to-face, and video channels across global offices.
The team provides technical support, new-hire assistance, and hardware and laptop fleet management.
Key Skills for This Role
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About Airwallex
Airwallex provides a unified payments and financial platform for global businesses.
The company operates across 27 offices and supports more than 250,000 businesses worldwide.
About the Team
Airwallex IT Operations supports employees through service desk, chat, face-to-face, and video channels across global offices.
The team provides technical support, new-hire assistance, and hardware and laptop fleet management.
Role Overview
The Senior IT Support Engineer provides on-site and remote support to Airwallex employees and contractors.
The role is based in Bangalore and requires regular fixed on-site days in the office.
The position serves as a first point of contact for technical issues and supports a hybrid work environment.
IT Support Responsibilities
- Provide on-site and remote support for macOS, Windows, PC hardware, Apple hardware, and SaaS applications.
- Troubleshoot Zoom, Slack, Google Chrome, Google Workspace, office hardware, and network issues.
- Provide AV support for meeting rooms, all-hands spaces, and office technology.
- Run weekly new-hire onboarding events and configure computers, accounts, and access.
- Administer Google Workspace, Slack, Okta, and related application issues and projects.
Documentation and Operations
- Write clear documentation and knowledge guides for all audiences.
- Handle complex requests, triage and prioritize work, and escalate when necessary.
- Contribute process feedback and continuous team improvement in a collaborative startup environment.
Minimum Qualifications
- Patient and empathetic user-support approach, including on-site and time-sensitive situations.
- Strong documentation and knowledge-article writing skills.
- Experience troubleshooting MDM applications for Mac and Windows.
- Experience administering Google Workspace, Okta, Confluence, JIRA, and Zoom.
- Strong Google Workspace and Slack knowledge and foundational hardware and software troubleshooting skills.
- Intermediate office hardware, infrastructure, and networking troubleshooting skills.
- Experience in high-growth multinational technology companies and matrix environments.
- Ability to multitask, prioritize competing work, and support shifting schedules with occasional out-of-hours events or projects.
Preferred Qualifications
- Experience in financial services, fintech, or payments is preferred.
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