Senior Service Desk Technician

Senior Service Desk Technician
Rapid7 is looking for a creative, high-energy, motivated individual to join our savvy Service Experience team who understands that technology is meant to empower people. We change and pivot at a rapid pace so the ability to be adaptable will be a great asset to the team. You will be part of a community which is fanatical about security and on a mission to make an impact in the global technology ecosystem.
About the Team
We are a global Service Experience team that provides IT support and services within Rapid7. We empower our internal stakeholders with the technology they need to drive impact and bring value to our customers.
About the Role
To provide a single point of contact for all internal IT services and support primarily in the APAC region. To deliver stellar customer experience in supporting our users across a variety of tools, services and platforms. Timely and effective resolutions are expected while ensuring that key performance targets are met.
In this role, you will:

• Be challenged everyday as you use new and existing tools and technologies to resolve problems
• Act as single point of contact, recording necessary requests, triaging and providing local and remote support to our internal business partners globally
• Be an escalation point for our Help Desk team in India
• Onboard new moose following our global onboarding process with great focus on new hire experience
• Be supported and encouraged to develop technical skills and get certified in areas that interests you and take disciplined risks
• Configure, troubleshoot, test and deploy hardware solutions including workstations, AV, printers and peripherals
• Manage and maintain hardware inventory, asset tracking and lifecycle management
• Diagnose and resolve network, hardware failures and performance issues across Mac and Windows environments as well as on virtual machines
• Manage the logistics on asset retrievals during offboarding and replacements
• Regularly manage, update and troubleshoot conference room technology, ensuring seamless audio-visual experiences for meetings and events
• Deliver IT support in office and remotely and provide assistance during in-house events and technical conferences
• Liaise with cross-functional teams (e.g People Strategy, Talent Acquisition, Workplace Experience, InfoSec)
• Be a key team member and collaborate with extended teams on noteworthy projects, system rollouts and process improvement efforts
• License management and account creation
• Be a part of a culture of overall wellness within our office

The skills you'll bring include:

• 3-5 years of experience in an IT Service Desk, End-User Support or Help Desk capacity
• Strong endpoint skills, instincts and fundamentals for Mac and Windows
• Solid experience troubleshooting, repairing and upgrading hardware components (desktops, laptops, iPads, peripherals, AV equipment, printers and network devices)
• Familiarity with hardware diagnostics tools and best practices for preventive maintenance
• Experience managing and maintaining conference room technology including AV systems, video conferencing applications, firmware updates, troubleshooting hardware/ software issues, optimising room setups for performance and troubleshooting connectivity issues
• Proficient in SaaS applications such as Okta, GSuite, Slack, DialPad and Zoom or similar apps as well as Active Directory experience
• Experienced in remote deployment and MDM systems - ie Jamf, Automox or similar
• Demonstrable experience in incident management, troubleshooting and remote assistance
• Strong documentation skills
• Good level of understanding of license management, asset management and tracking
• Exposure to virtualized computing environment - ie VMware or similar
• Creative approach to problem solving; divergent thinking
• Self-starter with exceptional interpersonal skills focusing on rapport building and user experience
• Inquisitive and excited to learn and try new technologies
• Has a strong desire to continually learn and grow professionally
• Working for a global company and being flexible with your work schedule to support different time zones as well as flexibility to travel and support another office as needed

Desirable but not essential:

• University degree
• ITIL/ Microsoft/ CompTIA+ certified
• Onboarding experience
• Linux experience

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope - just like we've been doing for the past 20 years. If you're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
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