IT Support Engineer II

Airwallex1 weeks ago

Location

SG - Singapore

Type

Full Time

Level

Mid

Role

IT Support Engineer

Posted

Mar 4, 2026

Full TimeMid

The role

Summary

Airwallex is seeking an IT Support Engineer II to provide exceptional technical support and customer service to employees across their Singapore operations and globally. This role combines hands-on technical troubleshooting with customer-focused service delivery, managing everything from hardware/software support to new hire onboarding and AV systems in a fast-growing fintech environment.

What you'll do

Technical Support Delivery: Provide comprehensive on-site and remote IT support for Airwallex employees and contractors across multiple time zones

Hardware Troubleshooting: Diagnose and resolve hardware issues with Windows and Apple devices, including desktop monitors, laptops, and server room equipment

Software Support: Troubleshoot macOS, Windows, and SaaS applications including Zoom, Slack, Google Chrome, and Google Workspace

New Hire Onboarding: Conduct weekly IT onboarding sessions for new employees, setting up computers, accounts, and system access

AV Systems Management: Provide technical support for meeting rooms, all-hands events, and office audiovisual technology

SaaS Administration: Perform basic administration of Google Workspace, Slack, Okta, and other enterprise applications

Documentation Creation: Write comprehensive technical documentation and knowledge guides for diverse audiences

Process Improvement: Contribute to global IT operations team by providing feedback and improving support processes

Ticket Triage: Handle complex requests, prioritize issues based on business impact, and escalate when necessary

Physical Hardware Management: Move and assemble IT hardware including monitors, accessories, and basic server room equipment

What we look for

Technical

macOS SupportPrior experience providing technical support for Apple macOS environments

SaaS AdministrationExperience with Google Workspace, Okta, Confluence, JIRA, and Zoom administration

Network TroubleshootingIntermediate networking skills including WiFi, DNS, and office network diagnostics

Hardware/Software TroubleshootingStrong foundational skills in diagnosing and resolving technical issues across platforms

Slack ProficiencyAdvanced Slack skills for efficient technical communication and team coordination

Experience

International Company ExperienceExperience working in multinational organizations with global offices and leadership

High-Growth Tech EnvironmentExperience in fast-paced, high-growth technology companies with multicultural teams

Matrix OrganizationExperience working in matrix environments with cross-functional project teams

Customer Service ExcellenceProven track record of exceptional customer service and hospitality skills

Skills

Required skills

Customer Service ExcellenceExceptional customer service and hospitality skills with patience and empathy

Technical CommunicationProven written and verbal communication skills for technical issue resolution

macOS ExpertiseMandatory prior experience with Apple macOS support and troubleshooting

Documentation SkillsAbility to create high-quality technical documentation and knowledge articles

SaaS Platform ManagementBasic administration experience with Google Workspace, Okta, Confluence, JIRA, Zoom

Multitasking AbilityStrong ability to manage competing priorities and determine urgency levels

Nice to have

Hospitality BackgroundPrevious hospitality experience enhancing customer-focused service delivery

On-Call FlexibilityWillingness to participate in on-call schedules and support after-hours events

Physical Hardware SkillsComfort with lifting, moving, and assembling basic IT hardware and equipment

Startup AdaptabilityAbility to thrive in ambiguous startup environments and work across organizational hierarchies

Compensation & benefits

Benefits

Global Fintech Experience

Opportunity to work with cutting-edge financial technology serving 200,000+ global businesses

Professional Development

Growth opportunities in engineering and technical skills development

International Collaboration

Work with teams across 26 global offices and diverse cultural backgrounds

Flexible Work Arrangement

Hybrid work model with in-office requirements and remote flexibility

Innovation Environment

Work with AI tools and modern technology stack in a fast-paced startup culture

Interview process

1
Application Review — Initial screening of resume and qualifications for IT support experience and customer service skills
2
Phone/Video Screen — 30-45 minute conversation covering technical background, customer service approach, and cultural fit
3
Technical Assessment — Practical scenarios covering macOS troubleshooting, SaaS administration, and problem-solving methodology
4
Panel Interview — Interview with IT operations team and stakeholders focusing on collaboration and communication skills
5
Reference Check — Verification of previous customer service excellence and technical competency