Global IT Support Engineer — MacOS & AV Specialist

Airwallex; United States; Hybrid; USD 65,000 - 95,000; Full time

Job summary

Airwallex is seeking an IT Operations Specialist to provide on-site and remote support for employees and contractors in the Americas. You’ll own onboarding, offboarding, and service desk tasks, deliver hardware/software troubleshooting, AV support, and documentation. You’ll collaborate with global teams while thriving in a fast-paced startup culture.

You’ll handle complex requests, manage priorities, and support events, with a focus on exceptional customer service and cross‑team communication.

Qualifications

• Exceptional customer service and hospitality skills 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 – communicate technical issues efficiently
• Experience in an international company with offices and leaders in other countries
• Consistent and reliable – aware of what is always required and commitments
• Strong foundational technical troubleshooting skills - hardware and software
• Intermediate networking troubleshooting - basics of networking and office networks
• Experience in high growth multinational tech companies – understanding of different cultures
• Experience in a matrix environment, with projects across multiple teams
• Strong ability to multitask and manage priorities
• Relentlessly customer focused with hospitality skills
• Willingness to support events and on-call rotations

Responsibilities

• Provide on-site and remote IT support for Airwallex employees and contractors
• Hardware and software support & troubleshooting – Windows, macOS, iOS etc.
• SaaS troubleshooting – Zoom, Slack, Google Chrome, Google Workspace, etc.
• Provide AV support for meeting rooms and events
• Lead new hire IT onboarding weekly
• Manage offboarding processes including laptop recovery
• Administer common SaaS apps (Google Workspace, Slack, Okta)
• Write clear documentation and knowledge guides
• Contribute to global IT ops with feedback
• Serve as smart hands for other IT teams
• Triage complex requests and escalate when needed
• Lift and move IT hardware and assist with office moves
• Assist with office builds and inspections
• Thrive in a startup environment and manage ambiguity

Skills

Customer service

English communication

Documentation

macOS support

Google Workspace

Okta

Confluence

JIRA

Zoom

Slack

International experience

Networking basics

Tools

Google Workspace

Okta

Confluence

JIRA

Zoom

Job description

Airwallex is seeking an IT Operations Specialist to provide on-site and remote support for employees and contractors in the Americas. You’ll own onboarding, offboarding, and service desk tasks, deliver hardware/software troubleshooting, AV support, and documentation. You’ll collaborate with global teams while thriving in a fast-paced startup culture.

You’ll handle complex requests, manage priorities, and support events, with a focus on exceptional customer service and cross‑team communication.