The RoleAs a key member of the US IS&T team, this role is responsible for delivering comprehensive IT support to all US office locations. Based in New York, the successful candidate will provide both end-user support and network-related assistance, with a strong focus on business application support.
The ideal candidate is a logical and resourceful problem-solver, capable of working effectively both independently and as part of a team. A minimum of 3-5 years of experience in a technical support environment is required, including some hands-on experience with enterprise business applications such as MRI Real Estate Investment Software, Vendor Management Systems and related platforms.
Job ResponsibilitiesTechnical & End-User Support- Provide 1st and 2nd-level technical support for all IT-related areas, including hardware, software, and business applications.
- Provide backup support for WAN/LAN network operations.
- Support onboarding and off-boarding processes, including the setup, configuration, installation, and deployment of computers and related equipment.
- Log, prioritize, and escalate IT issues through the corporate ticketing system.
- Deliver user orientation and training for various systems and applications as required.
Asset, Documentation & Service Management- Maintain and update hardware asset registers, software licenses, and the IT ticketing system.
- Oversee end-user satisfaction by managing technical escalations end-to-end, resolving issues onsite or remotely.
- Ensure accurate inventory tracking and reporting for all hardware and software assets.
- Ensure proper documentation is maintained for support procedures and system requirements.
Business Application and Projects Support- Manage outsourced partners and offshore/onshore support resources, ensuring high-quality end-to-end application support.
- Coordinate and track support requests to ensure timely resolution.
- Support activities related to application compliance, CSA, and risk assessments.
- Drive continuous improvement in productivity, service quality, and customer satisfaction.
- Support and manage IT projects, including procurement of equipment and services, vendor supervision, and coordination with internal stakeholders.
Job Requirements- Bachelor's degree in computer science, Information Technology, or equivalent professional experience.
- 2+ years of relevant technical support experience.
- Strong experience with Windows desktop operating systems (e.g., Windows 11).
- Proficiency in Microsoft technologies, including Active Directory, Group Policy, Intune, Netskope and mobile device management.
- Working knowledge of WAN/LAN technologies, including basic router/switch management, VPN, Citrix, and shared folder administration.
- Prior experience supporting business applications (e.g. MRI, Nexus) is an advantage.
- Strong diagnostic and troubleshooting capabilities with various support utilities.
- Excellent communication skills, strong teamwork, and a customer-service mindset.
- High sense of ownership, urgency, and accountability.
- Willingness to learn and adapt to new technologies and applications.
