Help Desk Technician

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.   

Position Overview

We are looking for someone to provide internal users with software and hardware support for their workstations, as well as account management support. Help desk analyst will also work supporting company server and hardware infrastructure, software for this hardware, and other various enterprise level software’s and solutions utilised by the business. 

This position will be on-site with shift work.

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Responsibilities

• Imaging Laptops, desktops, servers, notebooks, and tablets.

• Working with Desktop Engineers to maintain image libraries.

• Troubleshooting hardware issues with Laptops, desktops, servers, notebooks, and tablets.

• Troubleshooting and supporting Windows OS. MAC OS experience is a nice to have

• Acting as an account admin for various software products.

• Assist with Wireless account management.

• Troubleshoot internal network issues.

• IP phone support.

• Project work.

• Internal audio-visual setup, tear down and troubleshooting.

• Hardware inventory maintenance.

• Corporate data center monitoring, and maintenance.

• Virtual server troubleshooting, building, and maintenance.

• Serve as part of the on-call rotation

Deliverables

• Provide live phone support to internal user base.

• Provide ticket system support to internal user base.

• Provide email support to internal user base.

• Troubleshoot, document, and solve basic hardware, software, and connectivity issues independently.

• Read, and understand clear reference documentation to assist in troubleshooting issues.

• Follow rigorous checklists for task-oriented work, such as workstation setup, and account maintenance.

• Work independently or with a team on project-oriented work.

• Provide high levels of customer service to internal clients.

• Learn new skills and actively develop towards more senior positions.

Experience/Requirements

• Minimum of 4 years’ experience (or equivalent) in a Help Desk/Desktop support role

• Advanced Operating System experience for laptops, desktops, tablets and smartphones

• Basic Networking knowledge.

• Basic hardware knowledge including laptops, desktops, servers, switches, and routers.

• Basic knowledge of Active Directory

• Microsoft Office experience (Office 365 is a plus)

• Knowledge of cabling and termination standards and experience working with Cat 5, Cat 5e and Cat 6 fiber terminations.

• Experience with current Internet Technologies/ protocols (TCP/IP, XML, HTTP, HTTPS, SFTP, and Application Servers) a plus.

• Solid methodical troubleshooting skills.

• Customer Service experience.

Technical/Functional Skills

• Ability to work shifts on a rotational or permanent basis if or when required

• People's person, able to communicate and interact with staff at all levels of the organisation

• Working level of Documentation Skills, documents configurations, and project updates.

• Implements solutions within the context of higher-level requirements.

• Applies effective time management skills and can handle multiple tasks/projects effectively.

• Uses experience and seasoned judgment to suggest approaches that optimize among customer needs, business constraints, and technological realities.

• Stays current with industry trends and standards as well as how to integrate these into the help desk service catalogue.

• Works effectively in a fast-paced environment. Performs multiple tasks concurrently on tight timelines.

• Quickly gains basic understanding or working knowledge in new technical areas.

• Monitor, manage and resolve customer issues as well as coordinating service with customers; engage or escalates to vendors for service restitution as appropriate.