Desktop Support Technician Ii

WHO WE ARE:
RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you

We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.

Come join a team where your work makes an impact every day

ABOUT THE TEAM:
WHAT YOUâLL DO:
As a Engineer II, you willThis position will report to the IT MANAGER.
- Minimum of 1 year in a Helpdesk or Customer Support role
- Proficient in English, verbal and written
- Resourceful with finding solutions to problems and working knowledge of Microsoft Office Products
- Basic Good Knowledge of Windows 7 and Windows 10, basic troubleshooting of network connectivity ,VPN, Installation and mobile phone devices and tablets (including Android, iOS, Microsoft, and Google)
- The desire and ability to grow and improve technical skills daily
- Familiarity with Active Directory and Office 365, Knowledge of SharePoint is a plus.
- Strong customer service skills and be able to communicate and explain issues clearly to clients
- Detail Oriented & Top-notch organizational skills
- Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors
- Self-motivated and able to follow procedures and instructions

PRIMARY RESPONSIBILITIES:

- Provide resolution to all desktop support requests to internal RealPage users as well as client’s, according to the client’s Service Level Agreement
- Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment.
- Provide excellent customer service while providing timely first call resolution and remote assistance to all Smart Source IT (SSIT) clients in accordance with clients’ Service Level Agreements
- Demonstrate strong documentation skills as it pertains to tracking, detailing, and explaining troubleshooting steps taken to route the tickets to the appropriate levels
- Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (FCR), as well as other department metrics.
- Follow instructions and technical guidelines using standard operating procedure (SOP) documents
- Responsible for updating existing SOPs
- Collaborate with other team members and departments to facilitate delivery of support to clients
- Document all notes within business toolsets and ticketing systems
- Work independently to troubleshoot all support requests and follow escalation policies
- Establish and maintain a positive professional relationship with users and clients

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

- Minimum of 2 to 3 year in a Helpdesk or Customer Support role
- Proficient in English, verbal and written
- Resourceful with finding solutions to problems and working knowledge of Microsoft Office Products
- Basic Good Knowledge of Windows 7 and Windows 10, basic troubleshooting of network connectivity ,VPN, Installation and mobile phone devices and tablets (including Android, iOS, Microsoft, and Google)

PREFERRED KNOWLEDGE/SKILLS/ABILITIES:
ITIL V4 Certification

Comptia Server+

Knowledge / Cert on O365

WHAT WE OFFER:
At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.