Poppulo

IT Service Desk Technician

Bengaluru, Karnataka, India

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries

Position Overview

  • Location Type: [Not Specified]
  • Job Type: [Not Specified]
  • Salary: [Not Specified]

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

The IT Service Desk Technician will be the first point of contact for all IT-related issues and requests. The ideal candidate will possess strong technical knowledge, excellent problem-solving abilities, and a commitment to providing outstanding customer service. This role involves troubleshooting hardware and software issues, managing service requests, and maintaining IT documentation.

Key Responsibilities

  • User Support: Provide first-level technical support to users via phone & email, resolving hardware, software, and network issues promptly and effectively.
  • Incident Management: Log, track, and document all support requests in the IT service management system, ensuring accurate and timely resolution of incidents.
  • Troubleshooting: Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other IT equipment.
  • Software Support: Assist with the installation, configuration, and troubleshooting of software applications and operating systems.
  • Account Management: Manage user accounts and permissions, including creating, modifying, and disabling accounts in various systems.
  • Onboarding / Offboarding: Creating user accounts and provisioning hardware for new employees / ex-employee access removal and hardware return shipping.
  • Documentation: Maintain accurate and up-to-date documentation of support activities, solutions, and user guides.
  • Customer Service: Provide excellent customer service, maintaining a professional and courteous attitude with users.
  • Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices for the IT service desk.

Skills & Expertise Required

  • Education: Bachelor degree in information technology, Computer Science, or a related field. Equivalent experience may be considered.
  • Experience: 4+ years of experience in an IT support or service desk role.
  • Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are desirable.

Technical Skills

  • Proficiency in troubleshooting Windows and Mac OS environments.
  • Strong understanding of O365/AAD administration.
  • Experience with IT service management tools (e.g., ServiceNow, Jira).
  • Familiarity with remote support tools and techniques.

Soft Skills

  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to work independently and as part of a team.
  • Customer-oriented attitude with a focus on delivering high-quality service.

NOTE: This is a US shift role

Company Information

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make

Skills

Hardware troubleshooting
Software troubleshooting
Network support
Customer service
IT documentation
Incident management
Technical support

Poppulo

Communication solutions for employee engagement

About Poppulo

Poppulo focuses on enhancing communication between businesses and their key audiences, including customers and employees. The company offers solutions that facilitate effective communication, recognizing it as a fundamental human need. Poppulo's products are designed to help organizations create meaningful connections and improve workplace experiences. Unlike many competitors, Poppulo emphasizes the importance of people in its approach, aiming to foster a more informed and connected world. The company's goal is to empower its customers to achieve impactful communication that leads to positive results.

Cork, IrelandHeadquarters
2012Year Founded
$34MTotal Funding
LATE_VCCompany Stage
Consulting, Enterprise SoftwareIndustries
501-1,000Employees

Benefits

Health Insurance
Flexible Work Hours
Educational Assistance
401(k) Company Match
Paid Vacation
Life Insurance
Wellness Program

Risks

Recent layoffs may indicate financial instability or restructuring challenges at Poppulo.
Adoption of Poppulo AI may face resistance from traditional communication teams.
Integration challenges from mergers may affect seamless service delivery.

Differentiation

Poppulo's Harmony platform integrates employee communications, digital signage, and workplace management.
Poppulo AI enhances productivity with intelligent insights and automation for communication teams.
Poppulo's omnichannel platform is trusted by 47 of the Fortune 100 companies.

Upsides

Poppulo AI boosts productivity and engagement with enterprise-grade AI capabilities.
The Engage '23 Conference highlights Poppulo's leadership in virtual industry events.
Poppulo's recognition as a top software reflects high demand for its communication solutions.

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