IT Support & Operations Engineer

At Rayn, we don’t just work—we innovate, collaborate, and create solutions that leave a lasting impact. As a Forward Deployed Engineer (FDE), you will be the technical face of our organization at the client site, bridging the gap between our platform capabilities and the complex, real-world problems our customers face. You will lead technical discovery sessions, architect and deliver compelling pre-sales demonstrations, and serve as a trusted advisor throughout the sales cycle. You thrive in ambiguous, fast-moving environments and can translate technical depth into clear business value. What you will bring to Rayn as an IT Support & Operations Engineer Provide remote IT support to end users across multiple managed clients. Troubleshoot user issues related to laptops, desktops, accounts, permissions, email, collaboration tools, audio/video setup, connectivity, and general IT operations. Support both Microsoft and Google workplace environments, including Microsoft 365, Google Workspace, Teams, Slack, Outlook, Gmail, SharePoint, OneDrive, and related tools. Support both Mac and Windows devices, including basic device troubleshooting, user setup, configuration, and escalation where required. Handle service desk tickets received through email, phone, and ITSM platforms with timely updates, clear documentation, and strong ownership. Support joiner, mover, and leaver processes, including account creation, access changes, device readiness, and offboarding activities. Assist with endpoint security, email security, backup checks, and basic cybersecurity support activities. Use ITSM and documentation platforms to manage tickets, follow standard operating procedures, and maintain accurate support records. Work closely with the client’s internal IT team to escalate complex issues, share updates, and ensure continuity of support. Provide proactive, human-centric support by engaging users clearly and professionally, including direct calls where needed to resolve issues quickly. Maintain strict confidentiality, professional conduct, and high ethical standards while supporting international clients. Follow security and compliance requirements aligned with ISO 27001, SOC 2 expectations, and client-specific information security protocols. Contribute to knowledge transfer, documentation, process improvement, and ongoing upskilling within the support team. Use AI-enabled tools responsibly to improve support quality, troubleshooting speed, ticket documentation, knowledge search, and service desk productivity. Manage the IT budget, including forecasting and tracking expenses and ensuring that all IT projects and initiatives are completed on time and within budget. Who We’re Looking For 2–4 years of experience in IT support, service desk, managed services, technical support, or a similar client-facing IT role. Experience working in an MSP or multi-client support environment will be strongly preferred. Good working knowledge of Microsoft 365 and/or Google Workspace administration and troubleshooting. Hands-on familiarity with both Windows and Mac operating systems. Experience supporting collaboration platforms such as Microsoft Teams, Slack, Zoom, and Google Meet. Understanding of basic networking, identity and access management, endpoint support, email configuration, permissions, and device troubleshooting. Familiarity with ITSM tools such as Halo, Autotask, ServiceNow, Freshservice, Jira Service Management, or similar platforms. Familiarity with remote monitoring and management tools such as Ninja, Datto, or similar platforms will be an advantage. Understanding of IT documentation and knowledge base tools such as IT Glue or similar platforms will be preferred. Basic awareness of cybersecurity practices, endpoint protection, email security, data backup, MFA, access control, and secure remote support. Familiarity with AI tools and AI-enabled service desk workflows, including ticket summarization, knowledge retrieval, automation, and user support assistance. Strong written and verbal English communication skills. Ability to explain technical issues in a clear, calm, and user-friendly manner. Strong ownership, reliability, ethical judgment, and respect for confidentiality. Comfortable working night shifts, weekend coverage, or extended support hours based on client requirements. Ability to work independently while staying aligned with client processes, escalation paths, and service standards.

Preferred Qualifications

ITIL Foundation certification or familiarity with ITIL-based service management practices. Microsoft, Google, CompTIA, Apple, or cybersecurity-related certifications. Prior experience supporting UK, European, or international clients. Experience working in secure environments with ISO 27001, SOC 2, GDPR, or similar compliance expectations. Experience supporting fast-growth SaaS, DTC, financial services, or sustainability-focused businesses.