Support Engineer

WHO WE ARE

Domiciled in Bermuda, with offices in London, Miami, New York and Dubai, Relm Insurance Ltd. ("Relm") is the first IIGB (Innovative Insurer General Business) insurer regulated by the Bermuda Monetary Authority ("BMA"). Since inception, Relm has remained focused on its Vision of "Making Innovation Resilient" by providing insurance to companies pioneering new technology frontiers in over 35 countries around the world. Relm's dynamic global team has executed market-leading insurance solutions for companies operating in web3, AI, financial technology, biotech and other important emerging sectors.

WHAT WE ARE LOOKING FOR

At Relm Insurance Ltd, our Mission is "To contribute to the building of the future by creating solutions for complex risks in innovative markets." As we continue leading the way in emerging industries, we're looking for a Support Engineer, Level 1 to join our team and play a key role in this mission.

At Relm, we believe in fostering a diverse and inclusive culture, where everyone is empowered to bring their unique perspectives and ideas. Our core values of Accountability, Collaboration, Curiosity & Creativity, and Courage & Optimism are central to who we are, and we strive to bring these values to life every day.

We bring these values to life every day - whether by collaborating on innovative solutions, tackling challenges with optimism, or pushing boundaries with creativity and courage.

WHAT YOU WILL DO

As a Level 1 IT Support Engineer, you will be the first line of support for employees using Apple MacBooks and a few Microsoft Windows devices (to be rolled out Q3, 2025). Your focus will be on troubleshooting and resolving issues related to MacOS, MDM management with Mosyle, software applications, and network connectivity. This role requires strong technical skills in the Apple ecosystem, an understanding of MDM tools, and the ability to provide efficient, friendly support to end users.

Provide first-line support for employees using Apple devices (MacBook, iphones) etc.), and a limited number of Windows PCs.

Troubleshoot and resolve issues related to MacOS, MDM management (Mosyle), software applications, and network connectivity.

Providing support for Office365 including, email, teams, OneDrive and SharePoint.

Ensure proper setup and configuration of new Mac devices, including user profiles, necessary applications, and network configuration.

Manage and support MDM policies and profiles through Mosyle for MacOS and iOS devices.

Assist with troubleshooting Mosyle-related issues, such as enrollment, profile updates, app deployments, and security configurations.

Provide basic support for limited Windows machines, including operating system and software troubleshooting.

Provide support for common software applications (Microsoft Office, Adobe, etc.) used across Mac and Windows environments.

Create, maintain, and update technical documentation, troubleshooting guides, and knowledge base articles.

Monitor and resolve helpdesk tickets in a timely manner, ensuring issues are escalated when appropriate.

Ensure that devices and software remain up-to-date and compliant with company standards.

Offer excellent customer service, clearly communicating technical information to users of varying technical proficiency.

Assist in onboarding new employees, including setting up their devices, accounts and internet access

Participate in inventory management, tracking hardware and software assets.

Support the IT team in additional projects as needed.

WHY YOU'LL LOVE WORKING WITH US

At Relm, we are not just another insurance company - we're a team of innovators, creators, and collaborators who are redefining what's possible in the industry. We value each individual's unique skills and experiences and offer a workplace where creativity, innovation and diversity are at the heart of everything we do.

We are deeply committed to fostering an inclusive culture where every team member feels valued, supported, and empowered to do their best work. At Relm, you will have the opportunity to grow in your career, play a role in an industry transformation,and contribute to a team that celebrates creativity, collaboration, and innovation.

Requirements

WHAT YOU BRING TO THE TABLE:

Experience with the Microsoft Office365 ecosystem including Exchange, Teams and SharePoint

Experience with MacOS and Apple hardware (MacBook, iMac, etc.) in an enterprise or support role.

Knowledge of Mobile Device Management (MDM) solutions, especially Mosyle, InTune, or willingness to quickly learn.

Basic troubleshooting experience with Windows operating systems and applications.

Familiarity with networking concepts, including Wi-Fi troubleshooting and VPN configurations.

Strong problem-solving and analytical skills.

Excellent communication and customer service skills.

Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.

Previous experience in IT support or helpdesk roles is a plus.

Apple Certified Support Professional (ACSP) certification or equivalent Apple-related qualifications.

Familiarity with Mosyle or other MDM solutions for managing Apple devices.

Experience with ticketing systems (e.g., Jira).

Familiarity with cloud services (e.g., Microsoft Azure).

Knowledge of automating software deployments and configurations using plists and mobileconfig files.

Experience of Microsoft Powershell

Experience in troubleshooting peripheral devices (printers, scanners, etc.) in both Mac and Windows environments.

Benefits

WHAT WE OFFER

Paid Public Holidays: Enjoy ten (10) paid public holidays each year, giving you the opportunity to unwind and recharge.

Generous Paid Time Off (PTO): You'll receive 28 days of Paid Time Off (PTO) annually, giving you the flexibility to take care of personal matters, vacation, or sick days.

Full Health Coverage: The company fully covers your medical, dental, vision, life, and disability insurance to ensure you and your family are well taken care of.

401K Program with Company Match: Plan for your future with access to the company's 401K program, including a 5% company match.

Professional Development & Mentorship: We invest in your growth through professional development opportunities, training, and mentorship programs, helping you advance in your career.

Wellness Stipend: Take care of yourself with a monthly wellness stipend to support your health and well-being.

Commuting & Travel Reimbursement: We offer a commuting reimbursement to help with transportation costs, including parking, making your daily commute easier.

Wellness Benefits: Stay healthy and active with access to gym memberships, exercise classes, and other wellness perks that promote a balanced lifestyle.

Your Voice Matters: Work in an environment where your opinions and ideas are valued and play a crucial role in driving the success of our team.

Endless Growth Opportunities: Enjoy a multitude of career growth opportunities, ensuring that you have the resources to thrive and advance within the company.

At Relm, you won't just join a company - you'll be part of a team that's shaping the future. If you're ready to make an impact, we'd love to hear from you.