Service Desk Technician

We are seeking a dynamic and enthusiastic Service Desk Technician to join the Global IT Support Centre in Pune. This is an exciting opportunity for someone passionate about technology and committed to delivering exceptional user experiences. Bring your hands-on experience in troubleshooting and resolving technical issues to ensure seamless IT support for our global workforce.
About the Team
The Global IT Support Centre helps shape the culture, processes, and service standards of a fast-paced, growing support organisation. The team is dedicated to providing world-class technical support and improving the overall user experience across the business.
About the Role
As a Service Desk Technician, your primary responsibility will be to serve as the first line of support for our global workforce, helping resolve technical issues and ensuring our teams stay productive. Specifically, your focus will be to:

• Provide Tier 1 and Tier 2 technical support to global end-users via the Freshservice ticketing system, chat, and Zoom.
• Troubleshoot hardware, software, and connectivity issues on macOS, Windows, and peripheral devices.
• Support and manage enterprise tools including G Suite, Slack, Zoom, Zoom Rooms, and GDrive.
• Prioritise, resolve, and document tickets while ensuring accurate reporting and timely follow-ups.
• Assist with onboarding and offboarding, including device provisioning and account access management.
• Escalate complex issues to appropriate infrastructure and security teams when necessary.
• Participate in global on-call rotations and provide critical support across multiple time zones.
• Partner with the IT team on process improvements, knowledge base updates, and special projects.

The skills and qualities you'll bring include

• Bring 2+ years of experience in a Help Desk, IT Support, or similar technical role.
• Maintain a positive, collaborative approach to tasks with a customer-first mindset and strong problem-solving capabilities.
• Communicate in a clear manner that conveys objectives and rationale when working with global users or remote teams.
• Demonstrate a working knowledge of macOS and Windows support, alongside endpoint management tools like Jamf, Microsoft Intune, WorkspaceOne, or Automox.
• Hold yourself and others responsible for driving outcomes and meeting commitments when resolving tickets or managing incidents.
• Possess working knowledge of ITIL principles, including incident and request management, to support efficient IT service delivery.
• Build a global network and work across boundaries to deliver sustainable improvements alongside infrastructure and security teams.
• Apply basic scripting, automation experience, or knowledge of network fundamentals to enhance team efficiency.
• Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.

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
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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 11,500+ 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.