IT Support Engineer II

AIRWALLEX (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A prominent fintech company in Singapore is seeking an experienced IT Operations professional for a key support role. You will manage daily IT operations, handle hardware and software procurement, and escalate issues as needed. The ideal candidate will have over 4 years of IT support experience, exceptional communication skills, and strong technical abilities in both Apple and Windows environments. This role offers a dynamic work environment and the opportunity to be part of a rapidly growing startup.

Benefits

Collaboration with multiple teams

Opportunity to work in a fast-paced startup

Qualifications

• 4+ years working in an IT support or IT engineering role.
• Strong understanding of identity and access management.
• Autonomous, able to manage time and prioritize tasks.

Responsibilities

• Responsible for day-to-day IT operations at Singapore HQ.
• Triage and resolve technology issues for employees.
• Onboard new hires ensuring all IT equipment is ready.

Skills

IT support experience

Strong communication in English

Device management

Technical skills in troubleshooting

Problem-solving skills

Interpersonal skills

Tools

MDM tools

Job description

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 across all of our global offices. We provide services via our service desk, chat, zoom, and face to face in our offices.

Job Summary

We’re obsessed with delivering fantastic IT support and world-class customer service. This is a player-coach role, where you’ll need to be hands-on with projects and troubleshooting while also serving as an escalation point for IT Operations Engineers when they need help. You’ll be responsible for the day-to-day IT operations of our flagship Singapore HQ site, including ITAV hardware and office environments for our Singapore employees, and serve as the first escalation point for our local Singapore IT support team. You’ll triage and resolve issues, manage inventory, and be the local point for office expansions and construction. You’ll ensure our events are set up and ready to wow guests, and audio-visual equipment is always ready to go, and be the local IT partner to our workplace and people teams.

We are a rapidly growing startup and move extremely fast - flexibility and adaptability are required.

What you’ll be doing

• Highly visible, cross-functional role – you’ll work with teams across IT Engineering, INFOSEC, Finance, Engineering and more, and are a key member of the Singapore office
• This requires a demonstrated ability to establish and understand service benchmarks, drive effective engagement, and enhance our self-service offerings.
• Take ownership of software and hardware procurement – Raising PR/POs, ordering hardware and ensuring we always have stock-on-hand and it’s accurately tracked and managed
• Provide and demonstrate expert IT support for our Airwallex community, in-office or remotely
• Hands‑on management of our many SaaS apps/tools
• Maintain, and build our IT knowledge base and documentation
• Onboard new hires, ensuring hardware is ready and conducting onboarding sessions
• Offboard departing staff, collecting and refreshing hardware/licenses
• Improve and provide feedback to processes and policies
• Manage relationships with third‑party vendors, from selection and RFPs to ongoing relationships in SG and APAC region
• Escalate issues to IT Engineering and INFOSEC teams when appropriate, owning more issues in IT operations and driving one‑touch resolutions
• Potentially manage, either dotted‑line or directly, IT Support Engineers (FTE or Contractors) in regional offices, approving requests or helping resolve issues, escalating where appropriate and sharing knowledge, training and developing junior staff and peers
• Work as part of the global IT operations team, translating global policies to local actions, serving on our global service desks and owning support issues to completion
• Serve as part of an on‑call rotating roster for support escalations.
• Serve as the primary Executive/VIP support contact for executives in or visiting our Singapore HQ
• Strong communication skills across many teams and cultures – clear, concise writing and verbal communication in English, contributing documents that are easily understood by all audiences.

What you’ll bring

• 4+ years working in a IT support or IT engineering role
• Strong demonstrated communication ability in English - written and verbal
• Basic or advanced understanding of Apple and Windows device management
• Strong understanding of identity and access management
• Strong technical skills, including network, clients/endpoints, and general IT troubleshooting
• Strong problem solving skills and sound judgement - able to quickly triage and solve problems with logical assumptions and under time constraints – self‑sufficiency is key
• Demonstrated ability to thrive in ambiguity and make the right decisions
• Autonomous and able to manage your time, work independently, and prioritize the right tasks – able to prioritize urgent vs important tasks
• Strong interpersonal skills with multiple cultures and stakeholders – you’ll collaborate and work across many partners in the business and grow these relationships with Corporate IT
• Strong ownership - ability to handle problems, owning them to completion but escalating when appropriate – extremely aware of others’ time constraints, knowing when to “cut to the chase” when something isn’t working
• Awareness of industry trends and changes – how IT operations should involve in an area of AI and immense disruption
• Ability to make things happen without requiring purchases of tools or apps – adaptable to different ways of working

Additional Bonus Experience (but not required)

• Basic knowledge of MDM tools (Intune, Kandji, JAMF, etc.)
• Familiarity in one or more scripting languages (python, powershell, bash, etc.)
• IT service management knowledge in practical use – not just ITIL theory
• Fintech experience a strong plus, but not essential
• Rapid/Hypergrowth companies a strong bonus – you’ve seen and experienced a company rapidly growing and opening new offices and locations