About RBW

RBW is a contemporary lighting design and manufacturing studio leading the industry in LED fixtures for hospitality and workplace. Our purpose is to realize the unlimited potential of lighting. Through a collaborative process of exploration, discovery, and improvement with our customers and partners, we craft thoughtful light fixtures. We believe in the power of light to create atmosphere.

About the role

• The IT Technical Services Lead is the primary "on-the-ground" owner of all technology for our 55-person facility. Reporting to the Director of IT, you are the face of IT for our staff. You don’t need to be an expert in every single technology, but you must be a master of follow-through.

Key Accountabilities

• Primary Hands-On Support: Serve as the first point of contact for all IT issues. Accountable for regular technical support in our facilities, including but not limited to computers, laser printers, Zebra printers, video conferencing, and WiFi connection
• Vendor Management: Manage relationships with third-party providers (Networking, Security, Dev). You are responsible for escalating issues to these experts, managing their timelines, and holding them accountable for results.
• Network & Security Operations: Manage the Ubiquiti (Unifi/UDM Pro) and Todyl environment. You should understand networking fundamentals (IPs, VLANs, connectivity) and work with our partners to ensure Network Availability.
• Incident Ownership & Root Cause: When systems fail, you own the issue from ticket creation to final resolution. You are responsible for identifying the root cause and implementing remedies to prevent recurrence.
• Lifecycle & Onboarding: Lead onsite new hire onboarding (device setup, account access readiness, office setup), ensuring a consistent RBW experience from day one by managing the "physical" side of the People Team partnership—provisioning hardware via Rippling MDM, setting up Google Workspace,.
• Documentation: Use Notion to document vendor contact workflows, local hardware maps, and troubleshooting guides so that no knowledge is "siloed..
• Facility Tech Maintenance: Physical upkeep of Kisi Access Control, Google Meet conference rooms, and shop-floor production terminals (Yield MES).

Technical "Generalist" Skills

• Networking: Comfortable navigating Ubiquiti Network Infrastructure. You don't need to be a network architect, but you must be able to troubleshoot a dropped connection or a faulty switch port.
• Security: Familiarity with Todyl and Rippling MDM to ensure all 55 endpoints stay compliant and patched.
• Business Systems: General ability to support users in NetSuite (ERP).
• Collaboration Tools: Daily administration of G-Suite, Google Voice, Wrike, and Zendesk.

Qualifications & Traits

• The "Owner" Mindset: You take it personally when things aren't working. You don't "pass the buck" to a vendor; you pull the vendor across the finish line.
• 5+ Years in IT Support: Experience in a Lead or Senior Help Desk role, ideally in a manufacturing environment.
• Project Management: Ability to manage multiple vendors and internal stakeholders simultaneously without losing track of the details.
• Communication: Confident in dealing with factory floor staff, the Director of IT, and high-level external consultants.
• Technical Intuition: You have a "knack" for technology that allows you to pick up new SaaS tools and hardware quickly.

RBW Benefits Package

As a full-time employee you will be able to participate in our benefit package outlined below. You’ll also have access to awesome perks such as an on-site Fitness Space in our Kingston Factory, fully-stocked snacks and beverage options, great colleagues, and an open, collaborative team environment.

• Health/Dental/Vision Insurance: effective 1st of the month following hire date; low cost premium options
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options
• Unlimited PTO
• Your Birthday Off
• 5 Wellness days each year
• Employee Assistance Program (EAP)
• Floating holiday
• RBW Holidays: New Year's Day, Martin Luther King Day, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day & Friday after Thanksgiving, Christmas Day, & additional Christmas Holiday (Christmas Eve, Boxing Day - varies year to year)
• Prorated 12-week paid parental leave
• Adoption Assistance
• 401(k) - 3% company contribution after the first year of employment, regardless of individual contribution
• Profit-Sharing - 5-year vesting (20% a year, qualifies after the first year of employment) Provided there is a strong and profitable year, the company gifts a portion of the profits to the employees in the form of a retirement contribution
• Pre-tax Commuter Benefit program
• Life/ADD insurance policy, with an option for voluntary additional coverage
• Employer-paid short-term disability coverage
• Monthly EV credit towards electric car charging on premises at Kingston Factory
• Generous Discount on RBW products

Compensation