Support Engineer (Miami Beach)

Relm Insurance Ltd Support Engineer, Level 1

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.

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.

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.

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.