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IT Support Engineer

Airwallex· Engineering
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US - New York$120k - $170kFull-timePosted 2mo ago

About the role

IT Support Engineer at Airwallex in New York, responsible for providing on-site and remote technical support to employees, primarily in macOS/Windows environments, with AV and workplace technology support, and contributing to documentation and onboarding.

Responsibilities

  • Own employee technology requests through to resolution, triaging competing priorities and escalating when necessary.
  • Deliver reliable on-site and remote support across macOS, MacBook hardware, Windows software, PCs, workplace applications, and office technology.
  • Support new-hire IT onboarding by helping new starters set up their computers and accounts for a smooth first day.
  • Improve the support experience by documenting solutions clearly, contributing to operational guides, and sharing process improvements with colleagues internationally.
  • Provide AV support for meeting rooms, event spaces, and office technology during day-to-day operations and internal events.

Qualifications

  • Exceptional customer service and hospitality skills, with the patience and empathy to support users on-site and in time-sensitive situations.
  • Exceptional written and verbal communication skills.
  • Strong documentation skills and the ability to write clear, concise knowledge guides for a broad audience.
  • Experience supporting and troubleshooting common MDM applications across Mac and Windows environments.
  • Experience with basic administration of Google Workspace, Okta, Confluence, Jira, and Zoom.
  • Strong Slack skills, including communicating technical issues efficiently with peers and senior support partners.
  • Strong technical troubleshooting skills across hardware and software.
  • Experience providing on-site and remote technical support for macOS, MacBook hardware, Windows software, and PCs.
  • Experience troubleshooting common workplace applications such as Zoom, Slack, Google Chrome, and Google Workspace.
  • Experience providing AV support for meeting rooms, event spaces, and office technology.
  • Experience supporting new-hire IT onboarding, including computer and account setup.
  • Intermediate troubleshooting skills for office hardware, including a basic understanding of office networks and infrastructure.
  • Intermediate networking troubleshooting skills, including familiarity with Wi-Fi, DNS, office networks, switches, and gateways.
  • Strong ability to multitask and manage competing priorities, quickly identifying what needs attention first.
  • A consistent, reliable, and dependable approach, with a desire to keep learning and contribute beyond day-to-day support.
  • A relentlessly customer-focused mindset: you do the right thing, the right way.
  • Flexibility to support events, hardware changes, office moves, and other operational needs as required.
  • Experience handling complex requests, triaging and prioritising effectively, escalating when necessary, and owning issues through to completion.
  • Experience contributing to operational guides and improving processes for colleagues internationally.

Skills

Required:Customer service and hospitalityCommunicationDocumentationMDM (Mobile Device Management)Google Workspace administrationSlackHardware & software troubleshootingmacOS & Windows supportAV supportOnboardingNetworking basicsOffice hardware troubleshooting

Benefits

  • For US-based employees: medical, dental, and vision insurance; a 401(k) plan; short-term and long-term disability; basic life insurance; well-being benefits; 20 paid vacation days; 12 paid holidays per year. Benefits vary by country and employment type in accordance with local statutory requirements.
Last updated Oct 22, 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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