IT System Administrator
Rubrik
IT Systems Administrator - EMEA (Location is London, UK)
Reporting to the Director of Global Corp IT, the IT Systems Administrator for the EMEA region will be the primary point of contact for all IT Operations support and Audio-Visual (A/V) support activities and office build-out projects within the geography. We are seeking a proactive, experienced, and customer-centric Systems Engineer to thrive in our dynamic and demanding environment. The ideal candidate will possess a proven track record in managing IT technical support operations, adeptly troubleshooting complex technical challenges, delivering exceptional customer service, and demonstrating strong knowledge and experience in A/V equipment setup and troubleshooting. Furthermore, they will be a collaborative team player.
Key Responsibilities:
- EMEA IT Support: Serve as the single point of contact (SPOC) for all IT support needs across the EMEA region, efficiently addressing end-user computing requirements and resolving issues.
- Advanced Technical Support: Expertly handle escalations from the Service Desk team, diagnose and troubleshoot intricate technical problems, and provide clear, effective resolution guidance.
- Global Service Desk Partnership: Collaborate closely with the India-based Service Desk team to ensure a world-class IT support experience for all end users.
- Central Communication Point: Act as the primary interface for phone calls and emails from staff concerning IT issues and inquiries.
- Incident Management: Efficiently receive, log, and manage end-user support requests through the ticketing system, telephone, and email.
- Employee Lifecycle Management: Oversee and manage employee onboarding and offboarding processes from an IT perspective.
- External Vendor Coordination: Liaise with external technical support providers when in-house resolution is not feasible, particularly for hardware-related issues. Co-ordinate with vendors and suppliers for the procurement and shipment of end-user computing equipment throughout EMEA.
- EMEA A/V Systems Management: Proactively monitor and manage the daily operation of A/V equipment across all EMEA office locations, providing advanced troubleshooting and resolution as needed. Travel required 25% or more.
- IT Asset Management (EMEA): Execute IT asset management for the entire EMEA region in accordance with established policies, procedures, and tools. Asset Inventory and Lifecycle: Maintain a comprehensive asset inventory and stock details for all EMEA locations, considering language preferences, meticulously tracking changes, and managing the complete asset lifecycle.
- Office Infrastructure Collaboration: Partner with facilities and security teams on office relocation and new office build-out projects. Travel to other EMEA offices as required to support installations, device configurations, A/V equipment setup, and new office deployments.
- Knowledge Base Development and Maintenance: Create and publish knowledge base articles for complex or novel issues lacking existing documentation. Regularly update existing articles to ensure accuracy and relevance.
- Process Optimization: Identify, recommend, and implement continuous process improvements to enhance support operations and minimize incident occurrences.
- Performance Reporting and Analysis: Generate and analyze performance reports to identify trends, pinpoint areas for enhancement, and track key success metrics.
- Stakeholder Engagement: Maintain transparent and proactive communication with both internal and external stakeholders, providing regular updates on support activities and initiatives.
- Technology Advancement: Stay abreast of emerging technologies and recommend innovative tools to optimize support services and enhance operational efficiency.
Success Criteria:
- Minimum of 3 years of experience in one or more of the following: IT Support (L1-L3), Service Desk operations, or Executive IT Support.
- Minimum of 1 year of experience in A/V equipment support and administration.
- In-depth technical understanding of IT infrastructure, hardware, and A/V systems, coupled with practical experience in IT support operations.
- Exceptional communication and interpersonal skills, with a strong emphasis on customer-centric service and clear communication.
- Proven experience in system administration, IT asset management, and hardware lifecycle management, including procurement processes.
- Proficient in operating system installation, configuration, and troubleshooting for both Windows and macOS environments.
- Outstanding organizational skills with a demonstrated ability to prioritize effectively and manage multiple support requests and projects simultaneously.
- Ability to cultivate positive and productive working relationships and build strong rapport with team members.
- Proficiency in utilizing common IT service management (ITSM) tools (e.g., ServiceNow, Jira).
- Advanced proficiency with standard IT productivity tools and systems (e.g., Microsoft 365, Google Workspace, Jamf, InTune, Okta, Zoom, Slack).
- Solid understanding of networking principles, hardware components, software applications, and operating systems.
- Excellent written and verbal communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical audiences, 1 as well as a diverse group of colleagues and stakeholders
Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent practical experience or training will also be considered.
- Experience: 3+ years of progressive experience in IT support management within a fast-paced organizational setting.
- Technical Skills: Demonstrated proficiency in ITIL framework, advanced troubleshooting methodologies, A/V equipment management, and familiarity with a broad range of IT systems and tools.
- Communication: Superior verbal and written communication abilities, with the capacity to effectively engage with stakeholders at all organizational levels.
- Problem-Solving: Exceptional analytical and problem-solving capabilities, with a proactive approach to identifying and resolving issues.
- Certifications: Relevant industry certifications such as ITIL, CCNA, or CompTIA are considered a valuable asset.
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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Inclusion @ Rubrik
At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
Our inclusion strategy focuses on three core areas of our business and culture:
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Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
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Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
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Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
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.