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Technical Support Engineer

3 months ago

Dallas, Texas, United States Berkadia Full time

Are you looking for an opportunity to make an impact and shape the future of the commercial real estate (CRE) industry?

Innovation meets excellence at Berkadia, where we give you the space you need to create and allow your ideas to flourish. We are leading the evolution of CRE, and can't do that without innovators who are driven by curiosity and are willing to challenge the status quo as they chart their career path - and Berkadia's future. Be Part of Building the Next. Be Berkadia.

We Innovate to shape the future of CRE, so in this role you will:

  • Address the growing demand for support via various channels (voice, case management, e-mail, etc.) in a 24/7 model.
  • Work as part of a cross regional team to support the 24x7x365 requirements of Berkadia's user community.
  • Drive to improve customer experience and increase customer satisfaction by reducing resolution time and increasing quality of responses.
  • Oversee and coordinate customer experience sessions, acting on issues raised and finding creative solutions to solving daily challenges in the workplace using technology.
  • Analyze ticket data to determine areas to streamline processes through automation and process optimization.
  • Maintain support and operations standards, by adhering to standard operating procedures and an escalation process to quickly address and resolve end user requests.
  • Responsible for office technology, including but not limited to local user support, conference room and printer support.
  • In depth experience with maintaining and implementing workplace technologies, including installation, configuration, and maintenance of hardware, software, and operating systems of physical and virtual endpoints in support of business requirements.
  • Develop and ensure deployment documentations such as user and technical manuals, and process documentation.
  • Identify deficiencies of both technical issues and business processes, elevates risk to team lead and/or reporting management, and propose innovative solutions.
  • Maintain endpoint images and profiles to meet company requirements and standards.
  • Work with internal customers to determine their equipment and software needs.
  • Perform system software and hardware upgrades and changes, including planning, scheduling, testing, and coordination.
  • Other duties as assigned.
We Stand for Excellence, so to achieve success in this role you should have:
  • Proven ability to work in an organized manner while working on various tasks.
  • Proficient in O365
  • Experience working with cross regional teams.
  • Experience working on a team to support a 24/7/365 requirements.
  • Experience in supporting hardware and software for Windows and MAC
  • Experience with Windows and MAC upgrades
  • Experience with Apple, Android and Windows Mobile devices
  • Strong knowledge of Azure Active Directory, MFA and SSO
  • Ability to analyze business requirements and SLAs.
  • Experience with FreshService ticketing system.
  • Ability to manage and prioritize the work.
  • Excellent interpersonal, verbal, and written communication skills as well as strong logical, analytical, problem-solving skills and reporting skills.
  • Leadership to drive for change and continuous improvement.
  • Strong analytical, prioritizing, interpersonal, problem-solving, project management (from conception to completion), & planning skills.
We believe People Matter, so we offer benefits that go beyond:
  • Monthly paid volunteer hours and donation matching to benefit our communities
  • Employee Resource Groups that help you grow with us
  • Fertility and family planning services
  • Up to 12-weeks of fully paid parental leave
  • Mental health care, including free counseling sessions:
  • We'll help fund your learning journey with generous tuition reimbursement
  • Pet insurance discounts
  • And more
Be Part of Building the Next. Be Berkadia.

#LI-IM1

#LI-ONSITE

Berkadia, as an equal opportunity employer, celebrates our employees' unique differences, which we believe drives personal and company-wide innovation and creates a people-first culture where your career can take the long view. To achieve these goals, we are committed to the full inclusion of all qualified individuals, without regard to race, religion, age, color, national origin, gender, sexual orientation, gender identity or expression, marital status, domestic partner status, military and veteran status, disability, pregnancy, parental status, genetic information, political affiliation, or any other status protected by federal, state and local laws.

In keeping with our commitment, Berkadia takes the necessary steps to provide a workplace free from harassment and discrimination, as well as access and reasonable accommodations for individuals with disabilities. If you require reasonable accommodation to take part in the interview process, please contact

You have rights under Federal and State employment laws. No question in this Application is intended to elicit information in violation of any such law, nor will any information obtained in response to any question be used in violation of any such law. If you apply for this role, you are acknowledging Berkadia's Application Policy and Berkadia's Privacy Policy. Please click the following links for more information about: EEOC, Employee Rights under the FMLA, EPPA.