IT Support Engineer (Desktop & Linux)

Riverlane•Boston, MA

3d•$75,000 - $90,000•Hybrid

About The Position

Riverlane is seeking a customer-facing IT Support Engineer to provide hands-on support across its IT environment and help ensure systems, devices, and networks are secure, reliable, and easy to use. Working with the global IT team and external partners, this role supports colleagues in the office, in hybrid arrangements, and remotely. It is a practical, problem-solving position focused on troubleshooting and seeing user issues through to resolution. The role covers end-user support and onboarding, cybersecurity and compliance support, and operational IT projects. Responsibilities include setting up new starters, managing hardware assets, providing first-line support for Windows, macOS, and Linux devices, supporting meeting and office technology, and managing requests through a support platform. The engineer will also support onboarding at Riverlane’s new US headquarters in Maryland, provide follow-the-sun support across regions, coordinate with the global IT team, and assist the IT Manager with service improvements, IT projects, procurement, and vendor coordination. The position is based in Boston, Massachusetts, and is hybrid. Monthly travel between Boston and Maryland is required. The listed salary range is $75,000–$90,000, depending on experience, relevant skills, and achievements.

Requirements

Proven experience in an IT support, service desk, or technician role.
Strong troubleshooting skills across Windows and macOS, with familiarity with Linux and willingness to learn.
Proactive approach to identifying problems and providing solutions.
Experience with an IT ticketing system and ability to monitor progress, identify potential delays or issues, and escalate as needed.
Ability to communicate confidently and clearly with technical and non-technical users.
Proven experience writing clear and concise documentation.
Strong organisational skills and ability to prioritise effectively.
Curiosity, initiative, and eagerness to learn.
Ability to remain calm under pressure, especially when supporting time-critical engineering work.
Comfort working independently and collaboratively as part of a small, high-performing team.
Strong customer service orientation and commitment to providing a frictionless user experience.
Ability to travel monthly between Boston and Maryland.

Nice To Haves

Experience coordinating with external MSPs or vendors.
Basic Linux system administration knowledge, useful for engineering environments.
Knowledge of tools such as Confluence, Jira, and Slack.

Responsibilities

Set up new starters with hardware, accounts, and access to Riverlane systems in line with the IT onboarding plan.
Manage IT hardware assets, including delivery to end users.
Deliver first-line technical support across Windows, macOS, and Linux devices.
Support meeting software, conferencing equipment, office printers, and end-user applications.
Log and manage requests through the support platform and escalate when necessary.
Support setup and staff onboarding at Riverlane’s new US headquarters in Maryland.
Provide follow-the-sun support for users in other regions.
Communicate clearly with users and collaborate with the global IT team on projects and deliverables, acting as remote hands where needed.
Help implement and monitor cybersecurity policies and participate in internal incident response processes.
Promote secure practices, including multifactor authentication, safe password practices, device locking, and secure data handling.
Support the IT Manager with IT strategy execution, MSP coordination, and continuous service improvements.
Participate in hardware refresh cycles, office IT upgrades, network improvements, and storage and backup initiatives.
Provide technical input for procurement decisions, vendor evaluations, and internal IT standards.