IT Support Engineer II Job at Airwallex (Singapore)

Job Description

We’re obsessed with delivering fantastic IT support and world-class customer service. This is a player-coach role, where you’ll need to be hands-on with projects and troubleshooting while also serving as an escalation point for IT Operations Engineers when they need help. You’ll be responsible for the day-to-day IT operations of our flagship Singapore HQ site, including ITAV hardware and office environments for our Singapore employees, and serve as the first escalation point for our local Singapore IT support team. You’ll triage and resolve issues, manage inventory, and be the local point for office expansions and construction. You'll ensure our events are set up and ready to wow guests, and audio-visual equipment is always ready to go, and be the local IT partner to our workplace and people teams. We are a rapidly growing startup and move extremely fast - flexibility and adaptability are required.

Job Responsibility

Highly visible, cross-functional role – you’ll work with teams across IT Engineering, INFOSEC, Finance, Engineering and more, and are a key member of the Singapore office
This requires a demonstrated ability to establish and understand service benchmarks, drive effective engagement, and enhance our self-service offerings
Take ownership of software and hardware procurement – Raising PR/POs, ordering hardware and ensuring we always have stock-on-hand and it’s accurately tracked and managed
Provide and demonstrate expert IT support for our Airwallex community, in-office or remotely
Hands-on management of our many SaaS apps/tools
Maintain, and build our IT knowledge base and documentation
Onboard new hires, ensuring hardware is ready and conducting onboarding sessions
Offboard departing staff, collecting and refreshing hardware/licenses
Improve and provide feedback to processes and policies
Manage relationships with third-party vendors, from selection and RFPs to ongoing relationships in SG and APAC region
Escalate issues to IT Engineering and INFOSEC teams when appropriate, owning more issues in IT operations and driving one-touch resolutions
Potentially manage, either dotted-line or directly, IT Support Engineers (FTE or Contractors) in regional offices, approving requests or helping resolve issues, escalating where appropriate and sharing knowledge, training and developing junior staff and peers
Work as part of the global IT operations team, translating global policies to local actions, serving on our global service desks and owning support issues to completion
Serve as part of an on-call rotating roster for support escalations
Serve as the primary Executive/VIP support contact for executives in or visiting our Singapore HQ
Strong communication skills across many teams and cultures – clear, concise writing and verbal communication in English, contributing documents that are easily understood by all audiences

Requirements

4+ years working in a IT support or IT engineering role
Strong demonstrated communication ability in English - written and verbal
Basic or advanced understanding of Apple and Windows device management
Strong understanding of identity and access management
Strong technical skills, including network, clients/endpoints, and general IT troubleshooting
Strong problem solving skills and sound judgement - able to quickly triage and solve problems with logical assumptions and under time constraints – self-sufficiency is key
Demonstrated ability to thrive in ambiguity and make the right decisions
Autonomous and able to manage your time, work independently, and prioritize the right tasks – able to prioritize urgent vs important tasks
Strong interpersonal skills with multiple cultures and stakeholders – you’ll collaborate and work across many partners in the business and grow these relationships with Corporate IT
Strong ownership - ability to handle problems, owning them to completion but escalating when appropriate – extremely aware of others’ time constraints, knowing when to “cut to the chase” when something isn’t working
Awareness of industry trends and changes – how IT operations should involve in an area of AI and immense disruption
Ability to make things happen without requiring purchases of tools or apps – adaptable to different ways of working

Nice to have

Basic knowledge of MDM tools (Intune, Kandji, JAMF, etc.)
Familiarity in one or more scripting languages (python, powershell, bash, etc.)
IT service management knowledge in practical use – not just ITIL theory
Fintech experience a strong plus, but not essential
Rapid/Hypergrowth companies a strong bonus – you’ve seen and experienced a company rapidly growing and opening new offices and locations

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IT Support Engineer II

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