Helpdesk Technician

JOB CONTENT AND SCOPE (fundamental role)

Provide efficient and effective technical support to end-users within our global offices, as well as our remote workers via our ticketing system. Pride Support analysts will respond to user inquiries, diagnose, troubleshoot technical issues, and provide solutions to ensure mínimal disruption to workflow.

RESPONSIBILITIES:

- Diagnose and resolve hardware, software, network, and system-related issues promptly and efficiently within SLA timescales.
- Log and track support tickets in the helpdesk ticketing system, ensuring accurate documentation and timely resolution.
- Escalate incidents to Pride Support Tier 2 when necessary.
- Assist with user password/2FA resets via our 2FA provider.
- Collaborate with other teams to identify and resolve recurring technical issues.
- Contribute to the development and maintenance of IT documentation, knowledge base articles, and user guides.
- Stay up to date with the latest technology trends and provide recommendations for continuous improvement.

KNOWLEDGE / BACKGROUND EXPERIENCE

3 to 5 years’ experience (or equivalent schooling) in a Help Desk, system administrator, or customer service role.
- Excellent knowledge of Windows and Mac operating systems.
- Familiarity with Active Directory, group policies, and user account management.
- Basic knowledge of TCP/IP networking, DNS, DHCP, and VPN concepts.
- Strong understanding of computer hardware, software, networks, and peripherals.
- Experience with helpdesk ticketing systems and remote support tools.
- Strong troubleshooting and problem-solving skills with the ability to analyze and resolve or escalate technical issues efficiently.
- Excellent communication and interpersonal skills, with a customer-oriented approach.
- Ability to work independently and collaboratively within a team environment.
- A proactive and self-motivated attitude, with a strong commitment to delivering high-quality technical support.

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

BENEFITS:

- Hybrid working arrangements (2 days in the office)
- Annual performance-related bonus
- 6x Flexi Fridays: knock 2.5 hours off your day on any day.
- Medical insurance coverage for extended family members.

Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories

About the business:

- Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 2000 team members to support our clients and their unique needs_
- MRI is proud to be an Equal Employment Opportunity employer_