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 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.
About Role
This role is based in our new India office and plays a key role in both end-user support and the build-out 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 site-including end-user hardware, infrastructure readiness, conference room technology, and employee lifecycle management.
Once operational, you will be responsible for providing hands-on technical support to local users, as well as remote support to other global locations. You'll partner closely with global IT teams and vendors to ensure a consistent and high-quality experience across the organization.
The ideal candidate is customer-focused, self-motivated, and experienced in both technical troubleshooting and workplace IT operations. You'll lead by example, champion IT best practices, and help drive service excellence across the team.
Responsibilities
Office Build-Out & Launch Support

• Partner with IT and Workplace teams to support the technical setup of the new 300-person office, including network readiness, meeting room technology, and device deployment.
• Coordinate with vendors and internal teams to ensure all end-user IT infrastructure is delivered, configured, and tested prior to launch.
• Participate in launch readiness planning and act as on-site IT lead during the opening phase.

Day-to-Day End User Support

• Provide on-site 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 end-user 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 cross-functional 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 self-service and team knowledge sharing.
• Contribute to process improvement efforts, including increased automation and reduced error-prone manual tasks.
• Support internal IT communications and company-wide messaging initiatives as needed.
• Promote best practices for security standards and responsible device usage.

Core Qualities

• Experience-focused and solution-oriented
• Resourceful and self-directed
• Exceptional communication (verbal and written)
• Confident leading meetings and trainings (virtual and in-person)
• 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 build-outs 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
• Experience-focused and solution-oriented
• Resourceful and self-directed
• Exceptional communication (verbal and written)
• Confident leading meetings and trainings (virtual and in-person)
• 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 in-office per week, with flexibility based on project phases and business needs. During office launch and onboarding periods, on-site presence may increase temporarily.
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