People Matter

Service Desk Analyst II



Bengaluru, Karnataka, India
Posted on Wednesday, June 5, 2024

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.


  • 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

About Rubrik:

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 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.