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    Senior Service Desk Technician - Melbourne, Australia - Rapid7

    Rapid7
    Rapid7 Melbourne, Australia

    4 days ago

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    Description

    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.

    About the Team
    We are a global Service Experience team that provides IT support and services within Rapid7. We empower our internal stakeholders with the technology they need to drive impact and bring value to our customers.

    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

    • 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 effectively in the English language

    • Desirable but not essential:

  • University degree
  • ITIL/ Microsoft/ CompTIA+ certified
  • Onboarding experience

    • 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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