IT Support Engineer

Evergreen Residential Holdings•Dallas, TX

1d•Onsite

About The Position

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously. We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts. If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us! To support our rapidly scaling portfolio we are looking for an IT Support Engineer to play an integral role as we continue to scale the business. This position will interact with Company employees over the phone, in person, or via video conferencing to resolve reported issues. We are looking for candidates with extensive customer service experience, technical support, and troubleshooting as it applies to computers, networking, IP telephony, AV, and applications. You will report into our Technology Manager providing clear and concise information when escalating issues is required. We offer a flexible, empowering culture, competitive compensation and benefits, and significant potential for career growth and development. You will work closely with, and learn from, our experienced and respected leadership team. This position will be based in our downtown Dallas office and requires a 5-day in office commitment.

Requirements

Associates degree preferred and 3-5 years customer support/Help Desk experience is required.
Instead of a degree, at least two additional years in a professional IT-related and/or business-related role
Strong communication (written and verbal), interpersonal, and analytical skills
Ability and desire to provide excellent customer service to internal and external customers and vendors.
Knowledge and understanding of IT troubleshooting methodologies.
Proficient with Apple iOS and Windows 11
Prior experience in O365, Intune, Defender (Or like product), Azure AD, Patch management.
Microsoft Windows 11, Apple IOS and AndroidOS
Ability to effectively multitask, work independently and in team setting

Nice To Haves

A+, N+ Certification
Ability to smile in the face of adversity, help others laugh on a bad day, and make everyone feel their concerns or issues are important no matter how small

Responsibilities

Diagnose and resolve complex technical issues involving a variety of networked systems, ensuring minimal disruption to end-user operations.
Assist employees with the configuration, troubleshooting, and maintenance of mobile devices (iPhone, iPads, laptops, etc.), ensuring optimal performance across all platforms.
Deliver exceptional customer support in high-pressure situations, providing clear and timely solutions to meet employee needs.
Escalate critical issues to Systems & Network Engineering or Security teams, ensuring rapid resolution of any advanced technical concerns.
Manage and track hardware and software inventory, accurately forecasting equipment requirements and procuring necessary components to maintain consistent service delivery.
Install, configure, and troubleshoot hardware and software on desktop computers, laptops, and other end-user devices, ensuring seamless setup and functionality.
Monitor and manage service tickets within the ticketing system, ensuring timely responses and resolutions.
Triage, troubleshoot, and resolve technical issues related to hardware and software through the ticketing system, prioritizing based on impact and urgency.
Communicate effectively regarding progress, troubleshooting steps, and any escalated issues, keeping stakeholders informed.
Contribute to continuous process improvement efforts, identifying and suggesting improvements in workflows, tools, or processes to enhance service efficiency.
Work on ad-hoc projects, creating innovative solutions where no established processes or solutions currently exist, contributing to the growth and improvement of the IT environment.
Confidently discuss and share technology ideas in an open, team-focused environment, promoting collaboration and innovation.
Be available for after-hours support as needed, evenings, weekends, with the flexibility to handle urgent requests with minimal notice to maintain uptime requirement. Areas including: Network, Patching, Updates, Ticketing or other uptime related issues.