Senior IT Support Engineer

📋 Description

• • As a Senior IT Support Engineer at Airwallex (UK) Limited, you will be at the forefront of ensuring seamless technological operations for our rapidly expanding global team, with a specific focus on our China-based employees and offices. This pivotal role is designed for an individual who thrives in a dynamic startup environment, possesses a deep understanding of IT infrastructure, and excels in providing world-class support. You will act as a player-coach, actively engaging in hands-on project work and complex troubleshooting while also serving as a critical escalation point for the IT Operations Engineers, guiding them through challenging technical issues.
• • Your responsibilities will encompass the comprehensive management of day-to-day IT operations, including the oversight of ITAV (Information Technology Asset Verification) hardware and the intricate setup of office environments tailored for our China workforce. You will be the primary escalation point for our local IT support team, ensuring swift and effective resolution of all technical challenges. This includes meticulously triaging and resolving issues, maintaining precise inventory records, and playing a key role in office expansions and construction projects, ensuring all IT infrastructure is robust and ready.
• • A significant aspect of your role will involve ensuring our company events are flawlessly executed from an IT perspective, with all audio-visual equipment consistently prepared and operational to impress guests and facilitate smooth presentations. You will also serve as the dedicated local IT partner to our Workplace and People teams, collaborating closely to support their technological needs and contribute to a productive work environment. The fast-paced nature of our startup demands a high degree of flexibility and adaptability, enabling you to pivot quickly and effectively manage evolving priorities.
• • This is a highly visible, cross-functional role where you will collaborate extensively with diverse teams across IT Engineering, INFOSEC, Finance, and general Engineering departments, solidifying your position as a key contributor within the China office. Your ability to establish and understand service benchmarks, drive effective engagement with stakeholders, and enhance our self-service offerings will be crucial for success.
• • You will take full ownership of software and hardware procurement processes, including the meticulous raising of Purchase Requisitions (PRs) and Purchase Orders (POs), ordering necessary hardware, and ensuring that stock levels are consistently maintained and accurately tracked. Providing and demonstrating expert IT support to the entire Airwallex community, whether in-office or remotely, will be a core function, leveraging your technical acumen to resolve issues efficiently.
• • Hands-on management of our extensive portfolio of SaaS applications and tools will be a daily task, ensuring their optimal performance and user accessibility. You will be instrumental in maintaining and actively building our IT knowledge base and comprehensive documentation, creating resources that empower users and streamline support processes. Furthermore, you will manage the entire lifecycle of employee technology, from onboarding new hires by ensuring their hardware is ready and conducting thorough onboarding sessions, to managing the offboarding process, including the collection and refreshing of hardware and licenses.
• • Continuous improvement will be a key theme, as you will be expected to provide feedback and drive enhancements to existing IT processes and policies. You will also manage critical relationships with third-party vendors, overseeing the entire vendor lifecycle from selection and Request for Proposals (RFPs) to nurturing ongoing partnerships, particularly within the Singapore and APAC regions.
• • You will adeptly escalate complex issues to the IT Engineering and INFOSEC teams when necessary, while simultaneously owning a broader range of IT operations issues and driving them towards one-touch resolutions. In a leadership capacity, you may potentially manage IT Support Engineers (both full-time employees and contractors) in regional offices, approving requests, assisting with issue resolution, escalating appropriately, and fostering knowledge sharing, training, and development among junior staff and peers.
• • As an integral part of the global IT Operations team, you will translate global policies into effective local actions, actively participate in our global service desks, and own support issues through to their successful completion. You will also serve on a rotating on-call roster to provide support during critical escalation periods, ensuring continuous operational resilience. Exceptional communication skills are paramount, requiring clear, concise written and verbal communication in English, capable of producing documents easily understood by diverse audiences across multiple teams and cultures.