Technical Support Analyst

The Role: 

• Excellent analytical and problem-solving skills 

• Excellent interpersonal and professional communication skills 

• Strong time management and organizational skills 

• Ability to understand and articulate technical concepts and derive solutions 

• Ability to maintain a high-level of confidentiality 

• Works independently and as a team member in a high performance 24/7 availability environment 

• Can perform SQL query expressions to diagnose or resolve routine issues 

• Experience with Windows Server, SQL Server, Active Directory, VMWare and Citrix/RDP client preferred 

• Proficiency in server, storage and virtualization standards, techniques and tools 

• Capable of utilizing command-line tools to troubleshoot network connectivity and performance issues 

• Ability to quickly gain functional knowledge in proprietary software(s) and apply that knowledge to tasks and troubleshooting 

• Experience with authentication and security best practices to ensure least privilege rights 

• Knowledge of SaaS models and large-scale, distributed web architectures utilizing SaaS technologies is a plus 

• Experience with API configuration and troubleshooting is a plus 

• Bachelor’s Degree in Information Technology, Information Systems or relevant work experience preferred 

You Will:

• Configure, maintain, and support MRI applications in an environment requiring 24/7 uptime 

• Respond to inbound requests for on-premise and hosted clients within prescribed service levels 

• Troubleshoot components of systems relying on proven techniques for IT data center analysis and evaluation 

• Monitor, document, and manage the resolution process in a timely manner, while effectively communicating status with the client to maintain a high rate of client satisfaction 

• Manage and maintain data backups/restore requests for SQL databases 

• Install new software releases and system upgrades, including new client setups and migrations 

• Follow change management procedures 

• Create, update, audit and modify documentation as required 

• Perform auditing tasks as needed by the business for various products 

• Perform other duties and responsibilities as assigned 

You Have:

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Ability to maintain a high-level of confidentiality
• Works independently and as a team member in a high performance 24/7 availability environment
• Can perform SQL query expressions to diagnose or resolve routine issues
• Experience with Windows Server, SQL Server, Active Directory, VMWare and Citrix/RDP client preferred
• Proficiency in server, storage and virtualization standards, techniques and tools
• Capable of utilizing command-line tools to troubleshoot network connectivity and performance issues
• Ability to quickly gain functional knowledge in proprietary software(s) and apply that knowledge to tasks and troubleshooting
• Experience with authentication and security best practices to ensure least privilege rights

• Customer focus and a passion for support 

• Creative and curious troubleshooter 

Cultural Fit: 

• Acts with integrity, honesty, tolerance, and inclusion 

• Action-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasm 

• Constantly strives to amaze and be the best in everything s/he does 

• Embraces change and knows how to celebrate wins and enjoy the journey 

We’re obsessed with making this the best job you’ve ever had!  
 

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:  

• Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
• Invest in our competitive 401k plan and help set you up for your future
• Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
• Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year
• Further your professional development and growth with our generous Tuition Reimbursement offerings 
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move!
 

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.
 

Amazing growth takes amazing employees. Are you up to the challenge?
 

We are not accepting unsolicited resumes from agencies and/or search firms for this job posting.

Environmental Conditions
This person will work predominantly in an office type environment.

Physical Demands
While performing the duties of this job, the employee is regularly required to sit up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee may be required to work at a computer work station for more than 5 hours a day.

Mental Demands
Reading, studying focused listening, auditing, inspecting, proofreading, and evaluating required. Ability to give, receive, and analyze information and prepare written materials. Ability to communicate effectively (verbal and written); interpret policy, procedures, and data.
 

MRI Software is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.