IT Operations Support Lead

About the team

Airwallex IT Operations is the first touch for employees when they need help or have an issue with technology. We provide frontline IT support, manage our inventory and logistics, and ensure our office technology works seamlessly and reliably. We provide support from our service desk, chat, zoom, and in person, ensuring we deliver a reliable and scalable technology experience to our employees and business.

What you'll do

You'll be the IT Site Lead for our Singapore offices, serving as the primary onsite lead, and the regional IT support lead for our new offices in Southeast Asia (Malaysia, Vietnam, Indonesia.) You'll be the primary owner of the site operations, ensuring our IT experience is world class and our site and service operates at a high standard of excellence. You'll mentor junior members of the IT team in the region, who may report to you. You'll work with partners, including workplace, people ops, facilities and real estate, while managing vendors and service providers. You'll provide in-person and chat support, run onboarding and offboarding, and AV, event and executive support. You will have strong technical and troubleshooting skills, able to operate autonomously, and have strong communication skills in written and spoken English.

This role is technical, and is expected to contribute on a technical team, and is expected to be hands-on in the role.

This role is the Singapore site lead, and requires 5 days in office per week.

Responsibilities:

• Serve as the senior on-site IT contact in our Singapore office, owning issues and being accountable for the IT operations and reliability of the Singapore location.

• Provide escalated regional support to sites in SEA (MY/VN/ID), ensuring support issues are addressed and escalated if needed

• Provide on-site and remote technical support for Airwallex employees and contractors as part of the global team

• Provide strong technical support on macOS, Windows, and major SaaS applications - you must have strong technical skills

• Hardware troubleshooting - quickly able to debug common problems with Windows and Apple hardware

• Provide AV support for meeting rooms, all-hands event spaces and office technology, ensuring rooms and spaces are reliable and operational

• Run new hire IT onboarding events - help our new starters set up their computers, accounts, and onboard to Airwallex

• Manage vendors and logistics, including procurement and inventory management in SG and other sites,

• Partner with workplace, infosec, people ops and others on office build-outs and evaluate vendors for site expansion

• Manage service providers as required, including vendors or contractors

• Write exceptional documentation and guides in English - clear, concise and easy for all audiences to understand

• Contribute to constant team improvement, providing feedback on what works - and what doesn't, improving our processes

• Provide executive and VIP support, for executives based in SG and visiting, quickly and efficiently

• Strong communicator, written and verbal, working with different technical/non-technical audiences and teams, internal and external

• Thrive in a startup environment - managing ambiguity and working with various teams to get things done regardless of hierarchy

• Use AI to work faster, more efficiently, and improve processes and workflows, able to drive improvements without needing support

Who you are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

• Able to demonstrate strong written and verbal communication skills in English - you must be able to communicate well

• Strong awareness of what's needed to run a site, including operations, partnerships, and being able to coordinate across many concurrent projects and competing demands.

• Site lead or site management experience, experience as the primary IT site lead or owner in a regional or remote office,

• People management/leadership a plus, or tech lead in an IT operations role

• Able to operate autonomously and very efficiently - a strong sense of good judgement and attention to detail, flexible in your approaches

• A patient and empathetic approach to supporting employees

• Demonstrated strong documentation skills - you can document your work, with attention to detail

• Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom

• You're consistent, reliable and dependable

• Able to demonstrate strong technical troubleshooting skills - hardware and software

• Intermediate networking troubleshooting - the basics of networking and common issues with wifi, DNS and office networks.

• Experience in high growth multinational tech companies - understanding of different cultures, able to work through technical problems

• Strong ability to multitask and work on multiple competing priorities - you can quickly figure out what needs to happen

Preferred qualifications:

• Experience in financial services. fintech or payments