Boston, MA, US | Full-time|Hybrid
Salary: $75,000 to $90,000, DOE
The salary range for this role is broad, as we are able to consider varying levels of experience. Any offer made will carefully take into account level of experience (including relevant industry experience), transferable relevant skills and previous relevant achievements.]
We've got a great opportunity for a customer-facing IT Support Engineer, who enjoys rolling up their sleeves and making technology work for people.
You'll deliver hands-on support across Riverlane's IT environment, ensuring our systems, devices, and networks are secure, reliable, and easy to use. Working alongside our global IT team and partners, you'll help deliver reliable, high-quality IT services across the organisation, supporting colleagues whether they're in the office, working hybrid, or fully remote.
This is a highly practical, customer-facing role, perfect for someone who loves problem-solving, enjoys troubleshooting, and takes pride in finding solutions, and seeing issues through to resolution.
What you will do User Support & Onboarding- Set up new starters with hardware, accounts, and access to Riverlane systems, aligned with our IT onboarding plan.
- Manage IT hardware assets, including delivery to end users.
- Deliver first line- technical support across Windows, macOS and Linux devices.
- Provide technical support for meeting software, conferencing equipment, office printers, and end-user- applications.
- Ensure all requests are logged and managed through our support platform, escalating where necessary.
- Support the setup and staff onboarding of our new US headquarters in Maryland.
- Provide follow the sun support for users based in other regions.
- Communicate clearly with your userbase.
- Collaborate with the global IT team on projects and deliverables, acting as remote hands where necessary.
Security & Compliance Support- Help implement and monitor cybersecurity policies and participate in internal incident response processes.
- Encourage secure behaviour across the company: e.g. multifactor authentication use, safe password practices, device locking, secure data handling etc.
Project & Operational Support- Support IT Manager with IT strategy execution, MSP coordination and continuous service improvements.
- Participate in hardware refresh cycles, office IT upgrades, network improvements, and storage/backup initiatives.
- Contribute technical input for procurement decisions, vendor evaluations, and internal IT standards.
What we need- Proven experience in an IT support / service desk / technician role.
- Strong troubleshooting skills across Windows and macOS (Linux familiarity with a willingness to learn).
- A proactive approach; a problem-seeker and solution provider
- Experience with an IT ticketing system and ability to effectively monitor these for progress; identifying potential delays or issues early - escalating as needed.
- Ability to communicate confidently and clearly with technical and non-technical users.
- Proven experience with writing clear and concise documentation to ensure a seamless user experience
- Strong organisational skills and ability to prioritise effectively.
- Curious, proactive, and eager to learn
- Calm under pressure, especially when supporting time critical engineering work.
- Comfortable working independently and collaborating as part of a small, high-performing team.
- A strong customer service orientation and a desire to provide a frictionless user experience.
- Ability to travel (Boston to Maryland) monthly.
Even better if you have...- Experience coordinating with external MSPs or vendors.
- Linux system admin basics (useful for engineering environments).
- Knowledge of environment specific- tools such as Confluence, Jira, Slack.
- A learning environment that encourages individual, team and company growth and development, including a regular programme of learning events and training and conference budgets
What can you expect from us - A comprehensive benefits package that includes an annual bonus plan, private medical insurance, life insurance, and 401K contributions
- Equity, so that our team can share in the long-term success of Riverlane
- Generous paid time off and enhanced family leave
- A diverse work environment that brings together experts in many fields (including software and hardware development, quantum information theory, physics and maths) and over 20 different nationalities
- A learning environment that encourages individual, team and company growth and development, including a regular programme of learning events and training and conference budgets
How to apply Please upload your resume and covering letter by clicking 'Apply'. Your covering letter should explain why you are applying for the job and what skills and experience you can bring to the role.
We review CVs as we receive them and interview as soon as we have applications that look like a good match. We do not use closing dates. So, please apply as soon as possible to avoid missing out on this role.
If you have any queries, please contact jobs@riverlane.com.
