RMM Support Technician

Introduction

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.

Job Summary  

Poppulo is looking for a creative, enthusiastic team member who is passionate about developing quality products with the goal of driving internal and external customer success. You will ensure our products and services are effectively delivered to market. We have an amazing Remote Monitoring and Management platform in operation today but want to take our solutions to the next level of scale, flexibility, and availability. You will have a direct impact in shaping that future. 

We are looking for a highly motivated, goal-oriented Specialist with a focus on developing, testing and deploying automated solutions. We need an out-of-the-box thinker with a fresh set of eyes on our tools to help us in figuring out “what’s next.” 
 
In addition to automation and development experience, core competencies that will help ensure your success in this role include strong teamwork, communication and collaborative skills, go-getter attitude, the drive and capacity to learn new processes and technologies, and the ability to work nimbly across multiple projects. 

Key Responsibilities  

• Device administration within Poppulo RMM system  
• Ensuring service levels meet contractual obligations to customers 
• Engineering automation tools for Windows systems 
• Developing monitoring solutions from concept to implementation (Full life cycle)  
• Support internal and external customers using our platform 
• Develop and execute test plans and test cases  
• Estimate test efforts, analyze, and communicate test results 
• Add to and improve our existing testing and quality assurance framework, tools and technologies, to continually advance our products
• Writing and updating system documentation 
• Collaborate with internal departments on custom client projects and work together to deliver them.

Skills & Experience Required

• Strong IT/Help Desk experience 
• Highly proficient with Windows operating system  
• 4+ years Windows troubleshooting 
• Min 2 years of experience in networking and hardware troubleshooting 
• Min 2 years of experience in PowerShell and Batch scripting 
• MSP/RMM environmental experience
• Able to review and analyze logs 
• Exposure to quality assurance concepts  
• Navigating and data entry in Salesforce 
• Familiarity with AWS Services and Git 
• Strong analytical and problem-solving skills 
• Communicates effectively both verbal and written 

NOTE: This is a UK shift role

Who We Are

• Bring Your Best Self    - We show up authentically, are self-aware and always strive to be better.

• See it. Own it. Solve it - We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

• Together We’re Better - We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.