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.