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 best-in-class 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 cutting-edge research-using these insights to optimize our products and arm the global security community with the latest in attacker methods. Trusted by more than 10,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what's next.
Summary
We are seeking a dynamic and enthusiastic Help Desk Technician to be an early team member of our newly established Global IT Support Center. This is an exciting opportunity for someone passionate about technology and committed to delivering exceptional user experiences. As part of the first wave of hires, you'll help shape the culture, processes, and service standards of a fast-paced, growing support organization. You'll be hands-on in troubleshooting, resolving technical issues, and ensuring seamless IT support for our global workforce.
Expectations:

• Teamwork & Attitude: Maintain a positive, collaborative approach to tasks. Be willing to tackle any issue, learn new skills, and grow daily within a supportive team environment.

About the Role:
We're looking for a skilled and service-oriented Corporate IT Help Desk Agent to join our growing IT team. In this role, you'll be the first line of support for a global workforce-helping resolve technical issues, improving the user experience, and ensuring our teams stay productive and connected.
You'll troubleshoot and support a wide range of tools and platforms, including GSuite, Zoom (including Zoom Rooms), Freshservice, Mac and Windows devices, Slack, GDrive, and more. You'll also work closely with infrastructure and security teams as needed to support broader IT operations across cloud platforms like AWS and VMware.
Key Responsibilities:

• Provide Tier 1 and Tier 2 technical support to global end users via Freshservice ticketing system, chat, and Zoom
• Ticket Management: Prioritize, resolve, and document tickets, ensuring accurate reporting and timely followups.
• Troubleshoot hardware, software, and connectivity issues on macOS, Windows, and peripheral devices
  Support GSuite tools (Gmail, Drive, Calendar, Meet, etc.),
• Assist with onboarding and offboarding processes, including device provisioning and account access
• Maintain accurate documentation of issues, fixes, and user requests
• Support internal collaboration and productivity tools - Slack and Zoom-including remote support of Zoom Rooms
• Escalate complex issues to appropriate teams (infra, security, etc.) when needed
• Work with IT team on process improvements, knowledge base updates, and special projects
• Participate in global on-call rotations and provide support across multiple time zones as needed

Tools & Technologies You'll Support:

• Productivity & Collaboration: GSuite, Slack, Zoom, Zoom Rooms, GDrive
• ITSM & Monitoring: Freshservice, FireHydrant
• Operating Systems: macOS, Windows
• Endpoint Management Tools: such as Jamf (macOS), Microsoft Intune (Windows), WorkspaceOne and Automox for device provisioning, policy enforcement, and patch management.
• Directory & Identity Management: Active Directory (AD) for user account management, authentication, and group policy administration

Qualifications:

• 2+ years of experience in a Help Desk, IT Support, or similar role
• Working knowledge of ITIL principles, including incident and request management, to support efficient and structured IT service delivery.
• Strong problem-solving skills and a customer-first mindset
• Working knowledge of macOS and Windows support
• Experience with enterprise tools such as GSuite, Zoom, Slack, and Freshservice
• Excellent communication and collaboration skills-especially in a remote or global team environment
• Ability to multitask, prioritize, and adapt in a fast-paced environment

Added Advantage:

• Experience supporting Zoom Room hardware
• Basic scripting or automation experience
• IT certifications (CompTIA, Microsoft, Google, etc.)
• Understanding of network fundamentals
• Familiarity with ticketing systems, such as Freshservice or similar platforms.Familiarity with cloud platforms (AWS), virtualization (VMware, vCenter), and incident management tools (FireHydrant) is a plus.

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