Senior IT Support Engineer (Shanghai)

About the role

You will deliver outstanding customer service and technical support to Airwallex employees both on‑site and remotely. As the face of IT, you will handle new‑hire onboarding, service‑desk tickets, AV setup for meetings and all‑hands events, and act as the first point of contact when issues arise. The position is based in Shanghai and requires regular on‑site days with some flexibility for onboarding and event support.

Key responsibilities

• Provide on‑site and remote hardware and software support for Windows and macOS devices.
• Troubleshoot common SaaS applications such as Zoom, Slack, Google Workspace, and Okta.
• Deliver AV support for meeting rooms, all‑hands events, and office technology.
• Run weekly new‑hire IT onboarding sessions, setting up computers, accounts, and access.
• Administer SaaS tools (Google Workspace, Slack, Okta, Confluence, JIRA) and maintain documentation.
• Handle complex requests, triage tickets, and prioritize escalations.
• Lift and move IT hardware, including monitors and basic server‑room equipment.
• Contribute feedback to improve global IT operations processes.

Required profile

• Proven experience delivering exceptional customer service in time‑sensitive situations.
• Strong written and verbal communication skills with the ability to create clear documentation.
• Prior experience supporting macOS environments and basic Google Workspace/Okta administration.
• Familiarity with international, matrixed organizations and cross‑cultural collaboration.
• Consistent, reliable work ethic with a hunger to learn beyond basic support tasks.
• Ability to multitask, prioritize competing demands, and work in a fast‑moving startup environment.

Required skills

• macOS and Windows hardware troubleshooting.
• Software troubleshooting for macOS, Windows, and common SaaS apps (Zoom, Slack, Google Workspace, Okta, Confluence, JIRA).
• AV equipment setup and support for meeting rooms.
• Basic networking troubleshooting (Wi‑Fi, DNS, office LAN).
• Administration of Google Workspace, Slack, Okta, Confluence, JIRA.