End User Services Specialist

About Rapid7

Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of bestinclass solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cuttingedge researchusing these insights to optimize our products and arm the global security community with the latest in attacker methods. Trusted by more than 10000 customers worldwide our industryleading solutions and services help businesses stay ahead of attackers ahead of the competition and futureready for whats next.
About Role

This role is based in our new India office and plays a key role in both enduser support and the buildout and operational launch of the office which will accommodate approximately 300 employees. The Senior End User Services Technician will support the planning setup and opening of the siteincluding enduser hardware infrastructure readiness conference room technology and employee lifecycle management.

Once operational you will be responsible for providing handson technical support to local users as well as remote support to other global locations. Youll partner closely with global IT teams and vendors to ensure a consistent and highquality experience across the organization.

The ideal candidate is customerfocused selfmotivated and experienced in both technical troubleshooting and workplace IT operations. Youll lead by example champion IT best practices and help drive service excellence across the team.

Responsibilities

Office BuildOut & Launch Support

• Partner with IT and Workplace teams to support the technical setup of the new 300person office including network readiness meeting room technology and device deployment.

• Coordinate with vendors and internal teams to ensure all enduser IT infrastructure is delivered configured and tested prior to launch.

• Participate in launch readiness planning and act as onsite IT lead during the opening phase.
  

DaytoDay End User Support

• Provide onsite and remote technical assistance to employees across hardware software and collaboration tools.

• Support new hire onboarding including device provisioning and workspace setup.

• Oversee asset and inventory management of enduser devices with responsibilities centralized in Pune.

• Perform routine maintenance: system updates printer support conference room checks.

• Monitor and resolve service desk tickets using internal tools (Freshservice Slack etc..

• Escalate and collaborate with global teams when deeper troubleshooting or crossfunctional coordination is required.

• Maintain accurate inventory and coordinate with the hardware team on equipment logistics.

• Demonstrate exceptional customer service professionalism and understanding across all touch points.

• Coach junior team members and serve as a peer advisor.

• Create and maintain knowledge base articles to support selfservice and team knowledge sharing.

• Contribute to process improvement efforts including increased automation and reduced errorprone manual tasks.

• Support internal IT communications and companywide messaging initiatives as needed.

• Promote best practices for security standards and responsible device usage.
  

Core Qualities

• Experiencefocused and solutionoriented

• Resourceful and selfdirected

• Exceptional communication (verbal and written)

• Confident leading meetings and trainings (virtual and inperson)

• Proactive in feedback documentation and process improvement

• Collaborative and effective across teams and with vendors

Qualifications

• Minimum 4 years in IT End User role or service desk environment

• Experience supporting office buildouts is a strong plus

• Proven ability to manage hardware logistics and inventory

• Excellent documentation and ticket hygiene

• Familiarity with or experience in the following tools preferred:

  • Jamf

  • Automox

  • WorkspaceONE

  • Freshservice

  • Google Workspace

  • Slack

  • Zoom / Zoom Rooms

• Experiencefocused and solutionoriented

• Resourceful and selfdirected

• Exceptional communication (verbal and written)

• Confident leading meetings and trainings (virtual and inperson)

• Proactive in feedback documentation and process improvement

• Collaborative and effective across teams and with vendors

Work Model

This role is considered hybrid and requires a minimum of 4 days inoffice per week with flexibility based on project phases and business needs. During office launch and onboarding periods onsite presence may increase temporarily.
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