Senior Service Desk Technician

at  Rapid7

SENIOR SERVICE DESK TECHNICIAN | PRAGUE

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.

THE SKILLS YOU’LL BRING INCLUDE:

• 2-3 years of experience in an IT Service Desk/ Help Desk capacity
• Strong endpoint skills, instincts and fundamentals for Mac, Windows and Linux
• 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
• Ability to communicate in the English language

ABOUT THE ROLE

To provide a single point of contact for all internal IT services and support. 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
• 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
• Collaborate with extended teams on noteworthy projects
• Configure, test, deploy and manage workstations
• License management and account creation
• Retrieve assets during offboarding and replacements
• Provide IT support and assistance during in-house events and technical conferences
• Procure goods and services to support our internal operations
• Be a key team member with implementing new processes, procedures and releases
• Be a part of a culture of overall wellness within our office