It Support Technician- (Remote)

We are one of the first all-remote companies with 2,000+ team members utilizing our virtual office called eXp world. This role is work-from-anywhere in the U.S., excluding U.S. territories.
Who is eXp?

Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things. Come join us!

What You Will Do:

The IT Support Technician is responsible for the efficient handling of support requests pertaining to computer systems, software, and hardware used by exp Realty staff. These systems include email and messaging communication, collaboration and document management, phone and networking, and specialized systems we license from various vendors.

Critical to the success of this position will be the ability to effectively manage and process requests submitted to the help desk ticketing system in a prompt and professional manner. An understanding of networking, various operating systems, cloud services including Google G Suite, Workplace, communications, remote management tools, and other technologies commonly used today will be vital to the success of the IT Support Technician.

How You Will Make An Impact:

• Order/deploy hardware for new and existing employees, as well as receive hardware returns.
• Work with vendors for hardware repairs
• Utilize remote monitoring and management software to efficiently troubleshoot and maintain software and hardware deployed throughout the company
• Pass on any feedback or suggestions by staff to management or the appropriate internal team
• Respond to help desk requests in a prompt and professional manner
• Record events and problems and their resolution in ticket logs
• Deploy and maintain procedures, work instructions, and security standards for all company issued computer hardware and software
• Identify and suggest possible improvements on procedures
• Provide accurate information on IT products, systems, or services
• Escalate or direct help desk requests to the appropriate teams, departments, and management.
• Process any adds, removes, or changes to staff accounts on the various company systems
• Write technical documentation and knowledge base articles

Key success metrics will be:

• Issue response and wait time
• Customer Satisfaction Rating
• Issue resolution time

How You Will Grab Our Attention:

• 3 to 5 years of professional IT experience, including hardware troubleshooting
• Strong interpersonal skills
• Able to multitask and manage priorities
• High degree of creativity and problem-solving ability
• Hands on experience of installing IT hardware and software for Windows and Apple products
• Able to articulate complex concepts in a meaningful and understandable way
• Able to define and achieve objectives
• Working knowledge of help desk, remote monitoring and management, and antivirus software
• Strong organizational and process management skills
• Experience with cloud-based services (Workplace, Google G Suite, etc)
• Able to quickly learn and absorb new systems, applications, processes, and procedures.
• Expertise in Microsoft Windows environment

Preferred Experience:

• Scripting Tools
• Macbook and related products
• Image Creation and management
• Working in a Remote Environment
• Endpoint management tools (ManageEngine, IBM MaaS360, AirWatch)
• Okta Identity Management

What eXp Realty provides:

• Amazing company culture
• FSA plan
• Company provided equipment; laptop, monitor, headset
• Fully remote environment
• 401k with a 4% match
• Robust Medical coverage, as well as Dental & Vision benefits
• And more…
• Stock option grant

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. eXp Realty reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

eXp World Holdings is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.