IT Support Engineer

Salary: £45,000 - 70,000 per year

Requirements:

• Exceptional customer service and hospitality skills, with patient and empathetic support in time-sensitive situations.
• Exceptional communication skills in English, both written and verbal.
• Strong documentation skills.
• Prior macOS support experience.
• Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, and Zoom.
• Strong Slack skills and the ability to communicate technical issues efficiently and quickly.
• Experience in an international company with offices and leaders in other countries.
• Consistent and reliable, with awareness of what is always required and expected commitments.
• Strong foundational technical troubleshooting skills across hardware and software.
• Intermediate networking troubleshooting knowledge, including wifi, DNS, and office network issues.
• Experience in high-growth multinational tech companies and an understanding of different cultures.
• Experience in a matrix environment with projects across multiple teams.
• Strong ability to multitask and manage multiple competing priorities.
• Relentlessly customer focused, with a strong commitment to doing the right thing the right way.
• Willingness to work on a basic on-call schedule and support events with flexibility when needed.

Responsibilities:

• Provide on-site and remote IT support for our employees and contractors.
• Troubleshoot hardware and software issues, including Windows and Apple hardware, macOS, Windows, and iOS.
• Support SaaS tools such as Zoom, Slack, Google Chrome, and Google Workspace.
• Provide AV support for meeting rooms, all-hands, event spaces, and office technology.
• Run weekly new hire IT onboarding events and help new starters set up their computers and accounts.
• Own offboarding processes for assigned leavers or covered regions, including laptop recovery and refreshing.
• Perform basic administration of common SaaS applications such as Google Workspace, Slack, and Okta.
• Write clear, concise, and easy-to-understand documentation and knowledge guides.
• Contribute feedback to our global IT ops team on what works and what does not.
• Serve as smart hands for other IT teams by helping troubleshoot issues.
• Handle complex requests, triage and prioritise work, and escalate where necessary.
• Lift and move common IT hardware, including desktop monitors, accessories, and some server hardware as reasonably necessary.
• Use basic tools to assemble and disassemble basic hardware.
• Assist with office moves, build-outs, and on-site inspections on behalf of the IT team.
• Thrive in a startup environment by managing ambiguity and working with various teammates to get things done regardless of hierarchy.

Technologies:

• Confluence
• Embedded
• Hardware
• Support
• JIRA
• macOS
• Matrix
• Network
• Slack
• Windows
• iOS
• AI
• Marketing
• Salesforce

More:

We are Airwallex, a unified payments and financial platform for global businesses, powered by proprietary infrastructure and software. We support over 250,000 businesses worldwide with integrated solutions for business accounts, payments, spend management, treasury, and embedded finance at a global scale. Founded in Melbourne, we have more than 2,300 people across 27 offices around the world, and we are backed by leading investors. Our IT Operations team is the first port of call for employees needing technology support, and this role will lead operations in EMEA while acting as the face of IT for our team in London. We offer the opportunity to work across a wide range of technology and projects in a fast-moving, collaborative environment.

last updated 34 week of 2026