IT Office Support Engineer

Job description

Here at Humanoid, we believe in a future where robots amplify human potential. That’s why we’ve set out on a mission to build the world’s most capable, commercially-scalable, and safe humanoid robots. We’re bringing that mission to life with HMND‑01 Alpha - our rapidly developed humanoid platform now running in real industrial pilots - and we’re growing the team to take it even further. # About the Role The Boston office is home to a highly experienced team of electrical, mechanical, firmware, software, and controls engineers working alongside a prototype lab and a growing operational presence. IT infrastructure in the office is currently being established, and this role is central to that effort. As an IT Office Support Engineer, you will be the primary IT presence in Boston, ensuring a fast, reliable, and user-friendly technology experience across both the office and the lab environment. You will support day-to-day IT needs, lead the rollout of endpoint management tooling, manage hardware procurement and asset records, and help build the foundations of a scalable IT infrastructure — all while working closely with a technical team that values autonomy and pragmatic solutions. This is not a role for someone who defaults to "that's not in the runbook." You will work alongside engineers and developers who expect IT to be a partner, not a gatekeeper. The right person will earn trust by delivering value quickly, communicating clearly with highly technical colleagues, and identifying improvements proactively — while staying aligned with the broader IT team's policies and direction. You will report to the IT Office Support Manager and work in close coordination with the wider IT and Cyber teams across London, Boston, and Vancouver. As Humanoid continues to scale, there may be occasional opportunities to travel to other office locations in support of IT initiatives, office setups, or broader team collaboration. # What You'll Do **User Support & Service Quality** - Serve as the primary IT point of contact for the local office, delivering responsive L1/L2 support for engineers, developers, and operational staff. - Resolve issues across laptops, workstations, lab equipment connectivity, meeting rooms, AV systems, and general IT infrastructure. - Adapt your communication style to the audience — from firmware engineers troubleshooting a workstation to operations staff needing a quick fix. - Proactively identify recurring issues and propose improvements before they become problems. **Endpoint Setup & Enrollment** - Prepare, configure, and enroll Windows, macOS and Linux (Ubuntu) endpoints following defined runbooks. - Own the local rollout of JumpCloud MDM — including device enrollment, policy configuration, compliance verification, and ongoing health checks. - Support device lifecycle tasks: onboarding, offboarding, imaging, and configuration. - Maintain accurate asset records and device assignments in Jira Assets. **IT Procurement & Asset Management** - Manage IT hardware procurement requests, coordinating with vendors and internal stakeholders to fulfil equipment needs efficiently. - Maintain up-to-date asset inventory across laptops, peripherals, AV equipment, and networking hardware. - Track device lifecycle and flag refresh or replacement needs proactively. - Ensure accurate records for all IT assets within Jira Assets, supporting audit and compliance requirements. **AV & Meeting Room Support** - Own the day-to-day reliability of local meeting rooms and conferencing equipment. - Troubleshoot and maintain AV hardware including screens, cameras, microphones, and room controllers. - Support configuration and operation of room-based conferencing systems, with Google Meet as the primary platform and Zoom Rooms and Microsoft Teams as secondary. **Network & Office Infrastructure** - Perform basic networking tasks including patching, VLAN assignment, and port testing. - Support office and lab network hardware under guidance from the wider IT and networking team. - Ensure cabling, power, and connectivity across both the office and lab environments remain well-maintained and documented. - Work collaboratively with engineering teams who manage lab-specific infrastructure, supporting visibility and security without disrupting existing workflows. **Operational Excellence** - Follow and contribute to defined processes for incident, request, and change handling within Jira Service Management. - Maintain IT areas, storage, and tooling in a clean, organised, and operational state. - Support office technology moves, setups, and reconfigurations as the team grows. - Document common procedures, knowledge articles, and runbooks to support a scaling IT function. # What We're Looking For - 2+ years of experience in IT support or office-based technical support roles (L1/L2). - Strong hands-on capabilities across Windows, macOS and Linux (Ubuntu) endpoints — including configuration, enrollment, and provisioning. - Solid understanding of MDM/EMM platforms and endpoint management principles — hands-on experience with any major solution (Jamf, Intune, JumpCloud, or similar) is valued over familiarity with a specific tool. - Confident working with highly technical users — engineers and developers who expect IT to understand their environment and communicate at their level. - Proactive problem-solver who looks beyond standard procedures to identify better outcomes, while remaining aligned with team-wide policies and security standards. - Comfortable operating in ambiguity — able to make sound decisions independently where processes are still being defined, and escalate where needed. - Good understanding of AV and meeting room systems — setup, troubleshooting, and day-to-day maintenance across any major conferencing platform (Google Meet, Zoom Rooms, Microsoft Teams, or equivalent). - Basic networking knowledge: switch ports, VLANs, cabling, and diagnostics. - Experience managing IT hardware procurement requests and maintaining asset registers. - Proficiency with a ticketing and ITSM platform (Jira Service Management, ServiceNow, Freshdesk, or similar), including asset management workflows. - Strong working knowledge of Google Workspace, ideally including administration. # Nice to Have - Prior experience in a fast-growing startup or scale-up environment. - Familiarity with lab or engineering environments — understanding of how technical teams use and depend on their infrastructure. - Exposure to security observability tooling or experience supporting IT security initiatives in collaboration with a Cyber team. - Experience supporting specialist engineering software (e.g. CAD, simulation, or firmware development toolchains). # What We Offer - A foundational role in one of the most technically ambitious offices in the company — working alongside engineers who are building the next generation of humanoid robots. - Real ownership from day one — you will be the IT presence in your office, with the autonomy to make a visible impact and the support of a collaborative global IT team. - The opportunity to help shape IT infrastructure, process, and culture as the company scales rapidly across North America. - Close collaboration with IT Operations, Cyber, and ITSM teams across London, Boston, and Vancouver. - Competitive salary and the chance to grow your skills across endpoint management, infrastructure, AV systems, and IT security. - Comprehensive health coverage for US‑based employees, including fully paid medical, dental, and vision insurance, with virtual care and employee assistance resources. - Meaningful time off to rest and recharge: 23 days of PTO (accrued), separate sick leave, and paid company holidays. - 401(k) retirement plan with employer match. - Equity included–we believe builders should share in what they build. - Free daily catered lunch, snacks, and drinks in‑office.