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 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 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 customer-first mindset. As a senior team member, you'll 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 high-quality support while setting the standard for operational excellence. You'll handle advanced technical issues, collaborate closely with infrastructure, security, and engineering teams, and contribute to continuous improvement initiatives. You'll 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 on-call rotations, ensuring robust follow-the-sun support
• Drive continuous improvement by identifying process gaps and proposing automation or efficiency initiatives

Technologies You'll 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 1-2 years in a senior or escalation-level 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 fast-paced, global environment

Preferred / Nice-to-Have

• 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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