IT Helpdesk 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

As a Helpdesk / Support Engineer, you’ll be the first line of support for our global team, ensuring employees have the tools, systems, and technical support they need to work efficiently. You’ll support a mixed Apple and Windows environment, troubleshoot day-to-day technical issues, and play a key role in keeping our systems secure, reliable, and scalable as Relm continues to grow.

This role is ideal for someone who enjoys solving problems, working directly with end users, and being hands-on with modern workplace technology in a fast-moving, collaborative environment.

WHAT YOU WILL DO

• Act as the first point of contact for technical support across Apple and Windows devices
• Troubleshoot issues related to macOS, Windows, Office 365, MDM platforms (Mosyle), and network connectivity
• Support Microsoft Office 365 services including Exchange, Teams, OneDrive, and SharePoint
• Set up and configure new Mac and Windows devices, user profiles, applications, and network access
• Manage and support MDM policies and profiles for macOS and iOS devices, including enrollment, updates, and deployments
• Provide basic support for Windows systems and commonly used applications such as Microsoft Office and Adobe
• Monitor, manage, and resolve helpdesk tickets, escalating issues when appropriate
• Maintain technical documentation, troubleshooting guides, and knowledge base articles
• Support employee onboarding by setting up devices, accounts, and access
• Track hardware and software assets and assist with inventory management
• Collaborate with the wider IT team on system improvements and ad hoc projects

WHAT YOU BRING TO THE TABLE

• 3–5 years of hands-on experience in an IT support or helpdesk role
• Strong experience supporting macOS and Apple hardware in an enterprise or in-house IT environment
• Experience supporting Windows operating systems and applications
• Solid working knowledge of Microsoft Office 365 (Exchange, Teams, OneDrive, SharePoint)
• Familiarity with MDM solutions such as Mosyle or Intune, or the ability to learn quickly
• Understanding of networking fundamentals, including Wi-Fi and VPN troubleshooting
• Experience using ticketing systems (Jira or similar)
• Strong problem-solving skills and attention to detail
• Excellent communication and customer service skills, with the ability to support users of varying technical levels
• Ability to manage multiple priorities in a fast-paced environment

NICE TO HAVE

• Apple Certified Support Professional (ACSP) or other Apple certifications
• Familiarity with Microsoft Azure
• Exposure to automation of software deployments using plists and mobileconfig files
• Working knowledge of PowerShell
• Experience troubleshooting peripherals such as printers and scanners

WHAT WE OFFER

• 13th Month Pay & Overtime Compensation: Enjoy an extra financial boost with a 13th-month pay, along with overtime pay for any additional hours worked.
• Night Shift Differential: Earn a 10% premium for shifts worked between 10:00 p.m. and 6:00 a.m., recognizing the value of your dedication during off-peak hours.
• Comprehensive Government Benefits: Rest easy knowing you are covered by essential government benefits such as SSS, PHIC, and HDMF.
• HMO Health Coverage: We offer full health coverage with an HMO plan to ensure you and your family are taken care of.
• Internet Allowance: Stay connected with an internet allowance to support your productivity, whether working remotely or in the office.
• Work Equipment Provided: We ensure you have the tools you need for success by providing the necessary work equipment.
• Discretionary Bonus: In addition to your salary, you’ll be eligible for a discretionary bonus, rewarding your hard work and dedication.
• Paid Time Off (PTO): Enjoy 15 days of paid leave annually, offering you the flexibility to take time off when you need it most.
• De Minimis Benefits (Monthly): Additional perks to support your daily needs, including:
• Rice Subsidy: A monthly subsidy for rice.
• Meal Allowance: A daily allowance for meals during your workdays.
• Laundry Allowance: Monthly support for laundry expenses