Helpdesk Technician

MRI Software LLC is a leading provider of innovative software solutions for the global real estate industry. MRI delivers a comprehensive and truly configurable solution, from property-level management and accounting to the most complex, long-range financial modeling and analytics for both the commercial and multifamily real estate markets. As a leading provider of real estate enterprise software applications and hosted solutions, MRI leverages over 50 years of business experience to develop long-term successful relationships with its clients. Originally founded in Cleveland, Ohio, U.S.A., the company has offices in Toronto, London, Sydney, Singapore, Newcastle and Hong Kong.

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 minimal disruption to workflow.

RESPONSIBILITIES:

• Provide first-line technical support and assistance to end-users via our internal ticketing system, in person, phone, email, and remote access tools.
• 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.
• Should be open for rotational shifts

KNOWLEDGE / BACKGROUND EXPERIENCE

Minimum of 5-7 years' experience (or equivalent schooling) in a Help Desk, system administrator, or customer service role.

• Excellent knowledge of Windows and Mac operating systems.
• Proficiency in Microsoft Office Suite and other common business applications.
• 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:

• Annual performance-related bonus
• 6x Flexi time off: knock 2.5 hours off your day on any day.
• Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories

About the business:

MRI Software is a global Proptech leader delivering innovative applications and hosted solutions that free real estate companies to elevate their 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 4000 team members to support our clients and their unique needs

MRI is proud to be an Equal Employment Opportunity employer.

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

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

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself