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Senior IT Support Engineer, China

Airwallex· Engineering
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CN - ShanghaiFull-timePosted 7mo ago

About the role

On-site IT support role in Shanghai providing hardware, software, SaaS, networking, and office technology support for Airwallex employees and contractors, including onboarding, service desk, walk-up support, meeting-room and events.

Responsibilities

  • Own a reliable support experience across hardware, software, SaaS applications, networking and office technology.
  • Deliver smooth new-hire onboarding, service desk and walk-up support, as well as meeting-room and all-hands event support.
  • Run weekly new-hire IT onboarding events, helping new starters set up their computers, accounts and access to Airwallex systems.
  • Administer and troubleshoot core SaaS applications, including Google Workspace, Slack, Okta, Confluence, Jira and Zoom, while building clear documentation and knowledge guides.
  • Improve global IT Operations processes by handling complex requests, triaging competing priorities, escalating where needed and sharing feedback with international peers.
  • Support occasional events and operational needs, including network upgrades and marketing events, as part of a basic on-call schedule.

Qualifications

  • Exceptional customer service and hospitality skills, with the patience and empathy to support people in time-sensitive situations.
  • Exceptional written and verbal communication skills.
  • Strong documentation skills, with the ability to document your work and write clear, high-quality knowledge articles.
  • Prior macOS support experience.
  • Experience administering or supporting Google Workspace, Okta, Confluence, Jira and Zoom.
  • Strong Slack skills and the ability to communicate technical issues efficiently and clearly.
  • Experience supporting employees in an international company with offices and leaders in other countries.
  • Strong foundational technical troubleshooting skills across hardware and software.
  • Intermediate networking troubleshooting skills, including familiarity with Wi-Fi, DNS and office network issues.
  • Experience working in high-growth, multinational technology companies, with an understanding of different cultures and the patience to work through technical problems across languages.
  • Experience working in a matrix environment, with projects spanning multiple teams.
  • The ability to multitask and manage competing priorities, quickly identifying what needs to happen first and what can wait.
  • Flexibility to participate in a basic on-call schedule and support occasional events, such as network upgrades or marketing events.
  • The ability to lift and move common IT hardware, including desktop monitors and accessories, and perform basic tool-assisted assembly and disassembly where reasonably necessary.

Skills

Required:Customer serviceCommunicationDocumentationmacOS supportGoogle WorkspaceOktaConfluenceJiraZoomSlackMultinational collaborationTroubleshootingNetworkingHigh-growth environmentMatrix environmentPrioritizationOn-call flexibilityHardware handling
Nice to have:Hospitality/customer-focusedFinancial services fintech
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Airwallex

Trusted Global Payments & Financial Platform

Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.

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