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:

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

Key success metrics will be:

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

How You Will Grab Our Attention:

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

Preferred Experience:

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

What eXp Realty provides:

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

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.