IT Support and Life Cycle Management Technician

Better is reimagining home finance and making it faster, cheaper, and easier for everyone to become a homeowner. We leverage creative technology and innovation to make the home buying journey more approachable and understandable and home finance more affordable and accessible. Here are some interesting facts to help you get to know Better:
We've funded over $100 billion in loans for our customers, more than any other fintech Yahoo Finance - Best Mortgage Lender for First Time Homebuyers of January 2025: Best lender for quick approval Yahoo Finance - Best Mortgage Lenders of 2025: Best online mortgage lender Fintech Breakthrough Award: Best Lending Innovation Award Money Magazine - 8 Best Mortgage Lenders of 2025: Best for fast closing We are Forbes' Best Online Mortgage Lender for We have raised over $1.2 billion in equity capital to transform the mortgage industry, the largest financial asset class in the world
We are a place where smart, hungry, ambitious people who want to recognize their full potential thrive
Responsibilities will include:
● Overall responsibility for the service desk, ensuring that all the requests for the IT support are acted in accordance with service desk procedure and priorities ● Support OS X and Windows users (e.g. software installs and VPN troubleshooting ● Provision, manage, and repair of employee's laptops ● Facilitate Better employee onboarding and offboarding processes ● Enforce best practices of office IT security ● Provision and support of VOIP telephony and telepresence equipment ● Support wired and wireless networks ● Create documentation for frequently asked questions ● Asset management and procurement ● Escalate to L2/L3 appropriately ● Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs ● Perform user account management activities ● Escalate complex problems to appropriate support specialists ● Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products ● Troubleshoot client software and basic network connectivity problemsIdentify, evaluate and prioritize customer problems and complaints ● May train users and operators on a limited basis and/or may write training procedures ● Participate in on-going training and departmental development ● Routine maintenance updates with other IT staff and business units ● Create all required documentation including standards, configurations, and diagrams
About You: ● 1-2 Years Experience ● Familiar with Active Directory ● Flexible with working hours ● Basic networking knowledge (OSI network layers, TCP/IP) required ● Preference for those who have worked for regulated companies ● Fluent in English (Orally & Written ● Familiar with Help Desk ticketing systems ● Preference for those who have worked with overseas IT offices in the past ● Experience with Saas management
Bonus Points for: ● Understanding of working in a cross-platform (Windows and macOS) environment ● Office 365 experience is a plus ● Okta / Jumpcloud / Kandji / Intune experience a plus Company Benefits
In Office Perks
Experience our comprehensive office perks, including daily meals and transport facility for commuting to and from the office, available for all employees coming to the office
Health & Well-being
Our comprehensive medical plan is available for you, your spouse and dependents. Employees are covered under Mediclaim, Group Term life insurance and Accidental insurance Other Perks at Better
Experience flexibility with our night shift allowance, work from home allowance and transportation allowance, where applicable. We prioritize your convenience

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