IT Technical Support Engineer

Overview

Position Description

Position Title: Tier 1 Support

Location: Bengaluru, India

Primary Responsibilities:

· Provide technical support to Poppulo customers. Works with end users to ensure the software and hardware perform correctly. Ability to troubleshoot the customer’s network, security issues as well as server configurations.

· Accurately Record all telephone calls, emails, web and intercompany requests for technical support.

· Track and monitor the technical issue and the steps taken to resolve the issue to ensure a timely resolution.

· Ability to interface with all levels of users.

· Work with all departments and Tier levels to learn and understand basic understanding of the Poppulo’s software, services and hardware.

· Foster customer satisfaction through timely follow-up.

· Work flexible hours, nights and weekends.

· Pass customer-required background screenings, including but not limited to the Nevada Gaming commission.

· Other duties as assigned.

Requirements for Success:

Education & Experience:

· Computer Science/Technical degree or equivalent experience

· 1-3 years of technical support or networking/systems management experience

Required Knowledge, Skills and Abilities:

· Proven ability to learn new software quickly for the purpose of supporting end users.

· Demonstrated and quantifiable troubleshooting skills

· Excellent communication skills, both written and verbal

· Experience with ticket management systems

Helpful for Success:

· Experience with Windows Operating Systems (experience configuring client systems, understanding of PC hardware to troubleshoot hardware failures remotely, File Management/Folder Structure, Registry Editing, NTFS (file sharing) Permissions, Group Policy)

· Experience with Networking (troubleshooting network failures, utilizing TCP/IP, ping, IP Addressing, Ports…FTP, SFTP, DNS, HTTP, HTTPS, Windows File Sharing, Routing, VLAN's, Static Routes, Firewall knowledge, VPN Connectivity understanding

· Ability to resolve technical issues on Mac’s and Microsoft Windows operating systems

· Experience with Windows Server 2003/2008 (Administration: DNS, DHCP, Server roles)

· SQL/ MS SQL - Able to Create Users and Databases in SQL Management Studio

· Moderate knowledge of Scripting

· Experience with Remote Support tools—Logmein.com, Gotomeeting.com, VNC, Dameware, and RDP.

· Experience with VMWare configuration and usage

Job Type: Full-time

Benefits:

• Flexible schedule

Shift:

• Rotational shift

Work Days:

• Monday to Friday

Work Location: In person

Application Deadline: 02/06/2025