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仕事の概要

The Helpdesk Engineer role reports into the Senior Manager – Workspace Technology and Tools 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.


Roles & Responsibilities

  1. Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  2. Receiving, logging and managing calls from internal staff via ticketing system, telephone and email. 
  3. Maintaining an Asset Database and track changes
  4. 1st and 2nd line support - troubleshooting of IT related problems from in-house Network, software to hardware, such as Laptops, PCs and Printers
  5. Escalate unresolved calls to the concerned support team
  6. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  7. To maintain a high degree of customer service for all support queries and adhere to all service management principles
  8. Publishing support documentation to assist staff with requests for information. 
  9. Basic User Access Management  knowledge. Creating user accounts, reset passwords, create groups etc.
  10. To arrange for external technical support where problems cannot be resolved in house
  11. May be required to work a flexible schedule, including nights, weekends and holidays.
  12. Basic User &  Security Group Access Management administration
  13. Incident Management experience – Managing incidents including business expectations and communication
  14. Should have OS knowledge on installation, configuration, troubleshooting on Windows, Mac OS, Unix. 
  15. Should have basic knowledge on Cloud Infrastructure, SAAS based applications. 

 

Qualifications:

  • Bachelor’s degree or equivalent work experience in Computer Science or Engineering
  • 3 – 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
  • Must possess outstanding communications skills
  • Experience and demonstrated ability in conflict resolution and customer service techniques
  • Working knowledge of Windows OS (Version 10), Mac OS
  • Outstanding MS Outlook, MS Word, PowerPoint, and Excel skills
  • Broad knowledge of networking concepts
  • Ability to handle multiple projects and deadlines

Join Us in Securing the World's Data

Rubrik (NYSE: RBRK) is on a mission to secure the world’s data. With Zero Trust Data Security™, 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.

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Diversity, Equity & Inclusion @ Rubrik

At 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/Disabled

Rubrik 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.

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In consideration of any disclosure of certain nonpublic or confidential information, you hereby enter into this Nondisclosure Agreement (the “Agreement”) and agree as follows:

  1. Confidential Information. In connection with a potential business relationship or other business purposes, Rubrik, Inc. (the “Company”) has granted you (the individual or entity named below) access, or may grant you access, to business, technical or other nonpublic information, materials and/or ideas (“Confidential Information,” which term shall include, without limitation, anything you learn or discover as a result of exposure to or analysis of any Confidential Information).
  2. Obligations. You will hold in confidence and will not possess or use (except as required to evaluate the proposed business relationship) or disclose any Confidential Information except information you can document which (i) is in the public domain through no fault of yours, (ii) was properly known to you, without restriction, prior to disclosure by Company or (iii) was properly disclosed to you by another person without restriction. You will not reverse engineer or attempt to derive the composition or underlying information, structure or ideas of any Confidential Information.  You will not export, re-export, resell, ship or divert or cause to be exported, re-exported, resold, shipped or diverted, directly or indirectly, any Confidential Information or product thereof.  You will promptly notify Company of any unauthorized release, disclosure or use of Confidential   You will strictly abide by any and all instructions and restrictions provided by Company from time to time with respect to Confidential Information or Company systems. You will ensure the security of any facilities, machines, accounts, passwords and methods you use to store any Confidential Information or to access Company systems and ensure that no other person has or obtains access thereto.
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  5. Feedback.  You may, at your option and in your sole discretion, provide suggestions or feedback related to the Company’s products or services.  In no event will such suggestions or feedback be considered confidential or proprietary to you.  The Company will be free to use such suggestions as it chooses, without compensation to you.
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  7. Miscellaneous.  The terms of this Agreement will remain in effect with respect to any particular Confidential Information until you can document that such Confidential Information falls into one of the exceptions stated in Section 2 above.  You acknowledge and agree that due to the unique nature of the Confidential Information, any breach of this Agreement would cause irreparable harm to Company for which damages are not an adequate remedy, and that Company shall therefore be entitled to equitable relief in addition to all other remedies available at law.  This Agreement is personal to you, nonassignable by you, governed by the internal laws of the State of California and may be modified or waived only in writing signed by both parties.  If any provision of this Agreement is found to be unenforceable, such provision will be limited or deleted to the minimum extent necessary so that the remaining terms remain in full force and effect.  The prevailing party in any dispute or legal action regarding the subject matter of this Agreement shall be entitled to recover attorneys’ fees and costs.
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