Servicedesk Analyst

Job SummaryAbout The Team The Information Technology team at Rubrik influences business processes employee experience and technologies to scale our organization to 1B This team creates operational efficiency across the company by centralizing the management of Infrastructure Technology and Data The IT team ensures all stages of the software development lifecycle in a secured environment and scrutinizes the deployment of proper processes along with governance They champion Rubrik on Rubrik and are the first customers of the Engineering teams at Rubrik Rubrik Corp IT is constructed of 100 SaaS and 0 on-premises The IT team caters to accelerated enhancement of business value and multiple day-to-day business processes through our varied SaaS applications like Oracle Netsuite Workday Snowflake Etrade jitterbit Allocadia etc This team also delivers high-paced business outcomes with 100 system uptime backed by agile nimble simple but cohesive Cloud architectures About the Role The Systems Engineer role reports to the Senior Manager - Corp IT and is responsible for the end-user facing set of services and forms part of the onsite management team The role is focused on delivering the onsite desktop managed service outcomes including Tech-lounge ticketing system emails and Slack channels and is responsible for customer engagement reporting escalations and proactive continuous improvement The infrastructure environment is diverse in nature with a distribution of Windows MAC and Linux endpoints and multiple applications from various third-party vendors and open source The role is based full-time at the Rubrik India Pvt Ltd Bangalore Office Shift Timings 24 7 Monthly Rotational Shifts APAC 7 30 AM to 4 30 PM EMEA 2 30 PM to 10 30 PM US 10 30 PM to 7 30 AM What You ll Do Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving logging and managing end-user calls via ticketing system telephone and email Managing Employee Onboarding Off-boardings Maintaining an Asset Inventory and tracking changes 1st and 2nd line support - troubleshooting of IT related problems from in-house Network software to hardware such as Laptops PCs and Printers Experience with administration of Google Workspace Office 365 systems Experience in managing Okta SSO Directory Basic User Access Management knowledge Creating users password reset creating groups etc Experience with any MDM tools like JAMF VMWare Workspace One Escalate redirect unresolved calls to the concerned support team Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly To maintain a high degree of customer service for all support queries and adhere to all service management principles within defined SLA Publishing support documentation to assist staff with requests for information To arrange for external technical support where problems cannot be resolved in house May be required to work a flexible schedule including nights weekends and holidays Should have OS knowledge on installation configuration troubleshooting on Windows Mac OS Unix Automation of operational activities tasks through scripts seven simple apps Experience in any automation scripts like Python PowerShell Javascript etc is advantageous Should have basic knowledge of Cloud Infrastructure and SAAS-based applications xe2x80x8bxe2x80x8bOrganize and lead planning activities resulting in creating a release program roadmap Ensure all teams align with enterprise planning expectations Define launch strategy for new product capabilities including geographic scope and rollouts detailed timing ramp and analytics plan Proactively manage across stakeholder groups to establish interdependencies identify risks and resource constraints and eliminate significant roadblocks quickly Exercise intelligent decision-making and effectively collaborate with other leaders and stakeholders to address critical issues and roadblocks aggressively and in a timely fashion Ensure measurable KPIs are developed for the program and align with the product s overall KPIs Flexibility to work in rotational shifts Experience you ll need Bachelor s degree or equivalent work experience in Computer Science or Engineering 5 years experience with end-user IT support including desktops laptops and mobile devices Advanced working knowledge of AV equipment and devices including web technologies communications protocols and a demonstrated ability to troubleshoot complex technical problems Strong analytical problem-solving and organizational skills Basic scripting ability through Python PERL JScript or Powershell Must possess outstanding communication skills Experience and demonstrated ability in conflict resolution and customer service techniques Working knowledge of Windows OS Version 11 Mac OS Linux Outstanding MS Outlook MS Word PowerPoint and Excel skills Broad knowledge of basic networking concepts Ability to handle multiple projects and deadlines Join Us in Securing the World s DataRubrik NYSE RBRK is on a mission to secure the world s data With Zero Trust Data Securityxe2x84xa2 we help organizations achieve business resilience against cyberattacks malicious insiders and operational disruptions Rubrik Security Cloud powered by machine learning secures data across enterprise cloud and SaaS applications We help organizations uphold data integrity deliver data availability that withstands adverse conditions continuously monitor data risks and threats and restore businesses with their data when infrastructure is attacked Diversity Equity Inclusion RubrikAt Rubrik we are committed to building and sustaining a culture where people of all backgrounds are valued know they belong and believe they can succeed here Rubrik s goal is to hire and promote the best person for the job no matter their background In doing so Rubrik is committed to correcting systemic processes and cultural norms that have prevented equal representation This means we review our current efforts with the intent to offer fair hiring promotion and compensation opportunities to people from historically underrepresented communities and strive to create a company culture where all employees feel they can bring their authentic selves to work and be successful Our DEI strategy focuses on three core areas of our business and culture Our Company Build a diverse company that provides equitable access to growth and success for all employees globally Our Culture Create an inclusive environment where authenticity thrives and people of all backgrounds feel like they belong Our Communities Expand our commitment to diversity equity inclusion within and beyond our company walls to invest in future generations of underrepresented talent and bring innovation to our clients Equal Opportunity Employer Veterans DisabledRubrik is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability Rubrik provides equal employment opportunities EEO to all employees and applicants for employment without regard to race color religion sex national origin age disability or genetics In addition to federal law requirements Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities Please contact us at hr rubrik com if you require a reasonable accommodation to apply for a job or to perform your job Examples of reasonable accommodation include making a change to the application process or work procedures providing documents in an alternate format using a sign language interpreter or using specialized equipment