Senior Service Desk Technician

2 months ago

Melbourne, Victoria, Australia Rapid7 Full time

Rapid7 is looking for a dynamic, enthusiastic, driven individual to join our skilled Service Experience team who recognizes that technology is meant to empower individuals. We adapt and shift quickly so being flexible is a valuable asset. You'll be part of a group that is passionate about security and dedicated to making a difference in the global technology landscape.

About the Team
We are a global Service Experience team that offers IT support and services within Rapid7. Our goal is to equip our internal stakeholders with the tools they need to drive impact and deliver value to our customers.

About the Role
Being the primary point of contact for all internal IT services and support. Providing exceptional customer experience in assisting our users across various tools, services, and platforms. Timely and effective issue resolutions are crucial while meeting key performance targets.

In this role, you will:

  • Face new challenges daily solving problems using both new and existing tools and technologies

  • Serve as the main contact, handling necessary requests, triaging, and offering local and remote support to our internal business partners worldwide

  • Guide new team members through our global onboarding process with a strong focus on providing an excellent new hire experience

  • Have the opportunity to enhance technical skills, pursue certifications in areas of interest, and take calculated risks

  • Collaborate with other teams on significant projects

  • Setup, test, deploy, and manage workstations

  • Handle license management and account creation

  • Retrieve assets during offboarding and replacements

  • Offer IT support and assistance during internal events and technical conferences

  • Procure goods and services to support our internal operations

  • Play a key role in implementing new processes, procedures, and releases

  • Contribute to promoting overall wellness in our office culture

The skills you'll bring include:

  • 2-3 years of experience in an IT Service Desk/ Help Desk role

  • Solid endpoint skills, instincts, and fundamentals for Mac, Windows, and Linux systems

  • Proficiency in SaaS applications like Okta, GSuite, Slack, DialPad, Zoom, and Active Directory

  • Experience in remote deployment and MDM systems such as Jamf or Automox

  • Demonstrated incident management, troubleshooting, and remote assistance experience

  • Excellent documentation abilities

  • Good understanding of license management, asset tracking, and management

  • Exposure to virtualized computing environments like VMware

  • Creative problem-solving skills with divergent thinking

  • Self-motivated with outstanding interpersonal skills focusing on building relationships and enhancing user experience

  • Curious and eager to learn and explore new technologies

  • Strong desire for continuous professional growth and learning

  • Ability to communicate effectively in English

Desirable but not essential:

  • University degree

  • ITIL/ Microsoft/ CompTIA+ certifications

  • Previous onboarding experience


We understand that diverse teams bring forth the best ideas and solutions. These teams encompass various backgrounds and professional experiences. If you're enthusiastic about this role and believe your experience can contribute significantly, please don't hesitate to apply today.

About Rapid7

At Rapid7, our mission is to build a secure digital world for our customers, industry, and communities. We achieve this by embracing determination, enthusiasm, and collaboration to challenge the limits and drive exceptional results.

Here, we're establishing a vibrant workplace where everyone can have an extraordinary career journey. We push ourselves to reach our full potential, learn from our mistakes, and celebrate our successes. Every day, we strive to push boundaries in cybersecurity and keep our 10,000 global customers ahead of the curve.

Join us and bring your unique experiences and perspectives to tackle some of the most significant security challenges worldwide.

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