Technical Support Specialist

Job Description

Job Description

About the company:

At Norluxe Realty, we’re not just participating in the real estate market; we’re leading a revolution in how real estate services are delivered. Specializing in residential, commercial, and corporate relocation services, Norluxe is committed to developing a groundbreaking client-agent experience.

Our agents are more than facilitators; they are trusted advisors, guiding our clients through every life stage and career milestone.

Role Overview:

At Norluxe Realty, the Technical Support Specialist is the steady force that keeps every agent, broker, and operations team confidently connected and fully productive. This is the role that ensures our CRM, digital platforms, and property-tech infrastructure operate without interruption, allowing our luxury clients to receive the seamless, world-class service they expect.

Responsibilities

• Deliver first- and second-line support as the primary point of contact for hardware, software, network, mobile device, and VoIP issues for office and remote staff via our ticketing platform (Zendesk or Jira Service Management).
• Handle system administration by provisioning and configuring user accounts, workstations, printers, cloud licenses (Google Workspace, Microsoft 365, Active Directory/Entra ID, and CRM platforms).
• Provide specialized property-tech support for agents, including virtual tour software, Supra lockbox systems, DocuSign electronic signatures, and any other real estate tools.
• Maintain accurate IT asset and inventory records, coordinating repairs, warranties, and equipment lifecycle replacements.
• Build and maintain internal knowledge bases with troubleshooting guides and deliver structured onboarding and training sessions to build digital fluency across the team.
• Collaborate with the IT team and vendors for proactive maintenance, configuration updates, and performance optimization.
• Ensure strict compliance with data security and privacy standards while supporting secure client communications and remote access.

Qualifications

• 1–3 years of hands-on experience in IT support, helpdesk, or a similar technical role, ideally in a fast-paced corporate, tech, or real estate environment.
• Strong proficiency with Windows 10/11, macOS, Active Directory/Azure AD, cloud productivity suites, and core networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Proven ability to diagnose complex issues, prioritize tickets under SLA, and deliver lasting solutions under tight deadlines.
• Excellent communication skills: able to translate technical concepts into clear, non-technical language for agents and staff.
• Customer-first mindset with a track record of delivering outstanding support in dynamic, deadline-driven settings.
• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent hands-on experience and industry certifications are highly valued).

Benefits & Perks

• Competitive base salary with annual performance reviews and performance bonuses tied to initiative and results.
• Full medical, dental, and vision coverage with low deductibles and fully company-sponsored premiums.
• 401(k) retirement plan with a competitive 4% company match.
• Generous paid time off, including 20+ days of PTO, all federal holidays, and a flexible hybrid remote work model.
• Annual professional development stipend of $1,500 for CompTIA, Google, Microsoft, or other industry certifications, conferences, and continuous education.
• Modern hybrid workspace, premium equipment, and a collaborative culture that values work-life balance and long-term growth.
• Meaningful ownership in shaping the technology that powers Norluxe Realty’s position as a leader in exceptional real estate experiences.

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