Senior IT Support Engineer, China

The role

You will provide on-site and remote IT support for employees and contractors across hardware, software, SaaS applications, networking, and office technology. You will manage new-hire onboarding, service desk tickets, and support meeting rooms and events.

What you will do

• Own a reliable support experience across hardware, software, SaaS applications, networking and office technology.
• Deliver smooth new-hire onboarding, service desk and walk-up support, as well as meeting-room and all-hands event support.
• Run weekly new-hire IT onboarding events.
• Administer and troubleshoot core SaaS applications, including Google Workspace, Slack, Okta, Confluence, Jira and Zoom.
• Build clear documentation and knowledge guides.
• Improve global IT Operations processes by handling complex requests and triaging competing priorities.
• Support occasional events and operational needs, including network upgrades and marketing events, as part of a basic on-call schedule.

Required qualifications

• Exceptional customer service and hospitality skills.
• Exceptional written and verbal communication skills.
• Strong documentation skills.
• Prior macOS support experience.
• Experience administering or supporting Google Workspace, Okta, Confluence, Jira and Zoom.
• Strong Slack skills.
• Experience supporting employees in an international company with offices and leaders in other countries.
• Strong foundational technical troubleshooting skills across hardware and software.
• Intermediate networking troubleshooting skills, including familiarity with Wi-Fi, DNS and office network issues.
• Experience working in high-growth, multinational technology companies.
• Experience working in a matrix environment.
• Ability to multitask and manage competing priorities.

Nice to have

• Experience in financial services, fintech or payments.
• Experience in hospitality or another customer-focused environment.

About the company

Airwallex is an AI-native financial operating system for a real-time, intelligent economy. The company provides financial infrastructure for over 675,000 businesses globally.