IT Support Engineer; Desktop & Linux

IT Support Engineer (Desktop & Linux) at Riverlane, Boston, US (remote). A mid-level full time position in the IT team, listed under business operations.

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.]

• 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.

• 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.

• 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.

• 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