Senior IT Support Engineer
$120,000–$180,000 year
HybridSan Francisco, California, United States
Job Summary
Provide on-site and remote tech support for Airwallex employees and contractors, focusing on macOS and MacBook hardware, Windows software, and PC troubleshooting. Handle AV support for meeting rooms and internal events, while conducting weekly new hire onboarding to set up computers and accounts. Troubleshoot common software issues across Zoom, Slack, and Google Workspace, and perform basic administration for Google Workspace, Okta, and Confluence. Write exceptional documentation and support knowledge guides, and contribute to operational guides to improve processes. Manage complex requests and prioritize triage, escalating only where necessary. This role requires regular on-site days Monday-Thursday with hybrid flexibility during the week.
Required 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 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 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
- 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 what a switch and a gateway is.
- 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
- Reasonable flexibility in work shift/location - support for events, hardware changes, office moves etc. as or if needed
Desired Qualifications
- 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
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