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