Global IT Support Engineer — On-site & Remote

Airwallex; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Job summary

Airwallex is seeking an IT Operations professional to provide outstanding support for our global team in London and remote locations. You’ll handle on-site and remote IT issues, manage onboarding for new hires, and oversee offboarding including device returns.

The role emphasizes customer service, documentation, and cross‑team collaboration. Ideal candidates will have macOS experience, strong SaaS troubleshooting, and familiarity with Google Workspace, Okta, Confluence, JIRA, Zoom and Slack.

Qualifications

• Exceptional customer service and hospitality skills - patiently and empathetically supporting people in time sensitive situations.
• Exceptional, demonstrated communication skills in English - written and verbal
• Strong, demonstrated documentation skills
• Must have prior macOS support experience
• Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom
• Strong Slack skills – you know how to communicate technical issues with teams efficiently and quickly
• Experience in an international company with offices and leaders in other countries
• Consistent and reliable – aware of what is always required and committments
• Strong foundational technical troubleshooting skills - hardware and software
• Intermediate networking troubleshooting - you know the basics of networking and common issues with wifi, DNS and office networks.

Responsibilities

• Provide on-site and remote IT support for Airwallex employees and contractors
• Hardware and software support & troubleshooting – quickly able to debug common problems with Windows and Apple hardware, macOS, windows, iOS etc.
• Strong SaaS troubleshooting skills – i.e. Zoom, Slack, Google Chrome, Google Workspace, etc.
• Provide AV support for meeting rooms, all‑hands, event spaces and office technology
• Run new hire IT onboarding events every week - help our new starters set up their computers, accounts, and onboard to Airwallex
• Own offboarding processes for assigned leavers or those in covered regions, incl. Laptop recovery and refreshing
• Write exceptional documentation and knowledge guides - clear, concise and easy to understand

Skills

Exceptional customer service

English communication

Documentation skills

MacOS support experience

Multinational company experience

Troubleshooting skills

Ability to multitask

Hospitality mindset

Solid communication

Attention to detail

Tools

Google Workspace

Okta

Confluence

JIRA

Zoom

Slack

Job description

Airwallex is seeking an IT Operations professional to provide outstanding support for our global team in London and remote locations. You’ll handle on-site and remote IT issues, manage onboarding for new hires, and oversee offboarding including device returns.

The role emphasizes customer service, documentation, and cross‑team collaboration. Ideal candidates will have macOS experience, strong SaaS troubleshooting, and familiarity with Google Workspace, Okta, Confluence, JIRA, Zoom and Slack.