Senior Service Desk Engineer

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.

Summary

We are looking for an experienced and technically skilled Senior Service Desk Engineer to join our newly formed Global IT Support Center. This role is ideal for someone who brings both deep technical knowledge and a customerfirst mindset. As a senior team member youll help lead the support function by resolving complex technical issues mentoring junior staff improving IT processes and ensuring seamless IT operations for a global workforce.

About the Role

As a Senior Service Desk Engineer you will play a pivotal role in providing highquality support while setting the standard for operational excellence. Youll handle advanced technical issues collaborate closely with infrastructure security and engineering teams and contribute to continuous improvement initiatives. Youll also assist in driving service quality process automation and documentation standards while supporting a range of collaboration tools and platforms.

Key Responsibilities

• Act as a point of escalation for complex Tier 2 technical issues across hardware software and cloud platforms
• Lead technical troubleshooting across macOS Windows and peripheral devices
• Provide mentorship training and guidance to junior help desk engineers
• Oversee and drive improvements in ticket triaging SLA adherence and root cause analysis
• Own and enhance onboarding/offboarding workflows and asset lifecycle management
• Collaborate on IT infrastructure security and automation projects
• Maintain and expand internal documentation runbooks and knowledge base articles
• Contribute to endpoint management and compliance using tools such as Jamf Intune and Automox
• Support and optimize collaboration tools (Google Workspace Slack Zoom Zoom Rooms)
• Participate in and improve global oncall rotations ensuring robust followthesun support
• Drive continuous improvement by identifying process gaps and proposing automation or efficiency initiatives

Technologies Youll Work With

• Collaboration Tools: Google Workspace Slack Zoom Zoom Rooms
• Endpoint & Device Management: Jamf Intune WorkspaceOne Automox
• ITSM & Incident Management: Freshservice FireHydrant
• Directory Services: Active Directory SSO/IDP platforms
• Cloud & Virtualization (preferred): AWS VMware vCenter
• Automation & Scripting (preferred): PowerShell Bash Python or Google Apps Script

Qualifications

• 4 years of experience in IT support including at least 12 years in a senior or escalationlevel support role
• Strong understanding of ITIL concepts and best practices
• Demonstrated ability to resolve complex technical issues independently
• Experience mentoring or leading junior team members
• Broad technical knowledge spanning endpoint management SaaS apps networking fundamentals and directory services
• Excellent documentation communication and stakeholder management skills
• Strong organizational skills with an ability to multitask and prioritize in a fastpaced global environment

Preferred / NicetoHave

• IT certifications (e.g. CompTIA Google IT Support Microsoft Jamf 200/300 etc.)
• Familiarity with scripting or automation tools for repetitive task management
• Experience supporting AV/VC tools such as Zoom Rooms
• Exposure to IT compliance audits or security practices
  
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