Technical Support Analyst (Junior/Mid)

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.   

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.  
 

And we’re passionately dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.  
 

We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days in-office and 2 days remotely. This role is based at our HQ in Solon, Ohio.
 

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The Role: 

• Excellent analytical and problem-solving skills 

• Excellent interpersonal and professional communication skills 

• Strong time management and organizational skills 

• Ability to understand and articulate technical concepts and derive solutions 

• Ability to maintain a high-level of confidentiality 

• Works independently and as a team member in a high performance 24/7 availability environment 

• Can perform SQL query expressions to diagnose or resolve routine issues 

• Experience with Windows Server, SQL Server, Active Directory, VMWare and Citrix/RDP client preferred 

• Proficiency in server, storage and virtualization standards, techniques and tools 

• Capable of utilizing command-line tools to troubleshoot network connectivity and performance issues 

• Ability to quickly gain functional knowledge in proprietary software(s) and apply that knowledge to tasks and troubleshooting 

• Experience with authentication and security best practices to ensure least privilege rights 

• Knowledge of SaaS models and large-scale, distributed web architectures utilizing SaaS technologies is a plus 

• Experience with API configuration and troubleshooting is a plus 

• Bachelor’s Degree in Information Technology, Information Systems or relevant work experience preferred 

 

You Will:

• Configure, maintain, and support MRI applications in an environment requiring 24/7 uptime 

• Respond to inbound requests for on-premise and hosted clients within prescribed service levels 

• Troubleshoot components of systems relying on proven techniques for IT data center analysis and evaluation 

• Monitor, document, and manage the resolution process in a timely manner, while effectively communicating status with the client to maintain a high rate of client satisfaction 

• Manage and maintain data backups/restore reques