Senior IT and AV engineer. in London

About AirwallexAirwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. Attributes We ValueWe hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high‐visibility problems with exceptional teammates and grow your career as we build the future of global banking. About the TeamAirwallex IT Operations is the first port of call for employees when they need help or have an issue with technology. We're a friendly and helpful team, happy to greet our new hires on their first day, help employees with technical support, and manage our hardware and fleet of laptops across all of our global offices. We provide services across our service desk, over chat, and face to face and zoom in our core offices. You'll provide outstanding customer service and support to our Airwallex team in our offices and remotely, taking a lead for ops in EMEA. From new hire IT onboarding to service desk tickets and walk-up support, meeting room and all-hands AV, you'll be the "face" of IT to our Airwallex team. You'll get to work on a lot of different technology and projects, and grow your skills in engineering. Key ResponsibilitiesProvide on-site and remote IT support for Airwallex employees and contractorsHardware and software support & troubleshooting – quickly able to debug common problems with Windows and Apple hardware, macOS, windows, iOS etc. Provide AV support for meeting rooms, all-hands, event spaces and office technologyRun new hire IT onboarding events every week - help our new starters set up their computers, accounts, and onboard to AirwallexOwn offboarding processes for assigned leavers or those in covered regions, incl. Write exceptional documentation and knowledge guides - clear, concise and easy to understandContribute to the global IT ops team, providing feedback on what works - and what doesn'tServe as 'smart hands' for other IT teams, helping troubleshoot issuesHandle complex requests and triage and prioritise - escalating where necessary, but knowing what is urgent vs. importantLift and move common IT hardware, including desktop monitors and accessories, and some server hardware as reasonably necessary – basic tool use to assemble and disassemble basic hardwareAssist with office moves, build outs, on-site inspections on behalf of the IT teamThrive in a startup environment – managing ambiguity and working with various teammates to get things done regardless of hierarchyQualificationsExceptional customer service and hospitality skills - patiently and empathetically supporting people in time sensitive situations. Exceptional, demonstrated communication skills in English - written and verbalStrong, demonstrated documentation skillsMust have prior macOS support experienceExperience with basic administration of Google Workspace, Okta, Confluence, JIRA, ZoomStrong Slack skills – you know how to communicate technical issues with teams efficiently and quicklyExperience in an international company with offices and leaders in other countriesConsistent and reliable – aware of what is always required and committmentsStrong foundational technical troubleshooting skills - hardware and softwareIntermediate networking troubleshooting - you know the basics of networking and common issues with wifi, DNS and office networks. Experience in high growth multinational tech companies – understanding of different culturesExperience in a matrix environment, with projects across multiple teamsStrong ability to multitask and work on multiple competing priorities – you can quickly figure out what needs to happen firstRelentlessly customer focused – you do the right thing, the right way; hospitality experience is a great skill hereWorking on a basic on-call schedule and flexible to support events with flexibility where necessary, such as a network upgrade or a marketing event. Applicant Safety Policy: Fraud and Third-Party RecruitersTo protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.