Service Desk Analyst II at Rubrik Job Board

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

27 Apr, 26

Salary

0.0

Posted On

27 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Troubleshooting, Mac Support, Windows Support, SaaS, Video Conferencing, ITIL, Jamf, Intune, Problem Solving, Communication, JIRA, Slack, Google Workspace, O365, Zoom

Industry

Software Development

Description

About The Team: Come join our growing team to deliver amazing technology support experiences that fuel the vision of Dynamic Work for our employees. As a Service Desk Analyst, you will focus on delivering world-class technology support for both our employees and our workspaces, driven by the importance of the overall technology experience. This role centers on swift resolution of employee IT issues and driving proactive improvements, all while maintaining a strong commitment to a customer-first approach. As part of a team dedicated to transforming the future of work, this position is challenging yet highly rewarding and engaging. We tackle complex problems, rely on data-driven decision-making, and prioritize the overall employee experience in everything we do. As a member of our globally distributed remote and onsite IT support team, you will be the primary link for our internal customers. Your core responsibility is to provide essential Service Desk support to employees, which includes troubleshooting via Slack, Zoom, or Email, as well as managing and escalating high-priority incidents and concerns. Furthermore, you will contribute to employee productivity by sharing knowledge and guiding them in the effective use of technology. You will have a security first mindset and let policies guide how you work with our customers. You will be a strong advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that makes it easier to get our best work done. The successful Service Desk Analyst is expected to possess a strong grasp and proven capability in resolving issues across various technologies. This includes proficiency with hardware (Apple/Windows), mobile devices, networks, and operating systems, as well as common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta).. The ideal candidate will also have great attention to detail and will be comfortable working independently in a fast-paced environment. Our goal is to make sure that our customers have an amazing technology experience and that they have everything they need to be successful. What you’ll do: Deliver an exceptional customer support experience to all Rubrik employees and contractors. This position necessitates a 24/7 commitment, requiring flexibility to work across various shifts, including nights, weekends, and public holidays. Strive to achieve first-contact resolution for all employee support interactions whenever feasible. Diligently and proactively manage competing priorities within a high-velocity environment. Connect with employees via Slack and Zoom to provide real time troubleshooting support, along with providing a superior transfer of support experience as needed. Strong focus towards developing technical skills and knowledge in order to deliver resolution through first contact. Identify opportunities for improvement for internal processes to enable success across our team. Support key Employee Lifecycle processes (onboarding and offboarding) and support provisioning and deprovisioning of applications. Strong demonstrated written and verbal communication skills. Ability to communicate policies and technical processes with customers of all levels. Actively contributes to team knowledge by documenting newly found solutions for common issues and proactively shares information with the team. Use JIRA to manage support requests and incident tickets daily. Experience you’ll need: 3-5 years supporting internal or external customers in a Global IT Service Desk environment. 3-5 years experience supporting Mac and Windows devices 3-5 years managing user and role-based access in a predominantly SaaS-based environment. Familiarity with or demonstrated experience in supporting video conferencing systems is desired. We are seeking a candidate who possesses an ITIL mindset and can contribute positively to the team's success. The ideal candidate should be proficient in troubleshooting Windows and Mac platforms, leveraging their expertise in Jamf and/or Intune. It would be advantageous if the candidate has Proficiency in scripting languages such as Bash or Python for automation tasks related to Jamf is highly desirable (not mandate, but good to have). The candidate should also demonstrate strong problem-solving skills and the ability to work independently and collaboratively within a team environment. Experience supporting high priority escalations and high-pressure situations Strong ability to prioritize multiple tasks to ensure support for your customers and team Additional skills or certifications a plus : Okta Google Suite JAMF Intune Atlassian Suite Slack O365 Zoom Join Us in Securing the World's Data Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes. Linkedin | X (formerly Twitter) | Instagram | Rubrik.com Inclusion @ Rubrik At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data. Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential. Our inclusion strategy focuses on three core areas of our business and culture: Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here. Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries. Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities. Equal Opportunity Employer/Veterans/Disabled Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. EEO IS THE LAW NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS

Responsibilities

Deliver exceptional customer support to Rubrik employees and contractors while managing high-priority incidents. Proactively identify opportunities for improvement in internal processes and contribute to employee productivity.