IT Support Engineer

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent ("BTR") sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world's largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously.

We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.

If you are self-motivated and mission driven with a 'can do' mindset and see solutions where others may see problems, come and grow with us!

To support our rapidly scaling portfolio we are looking for an IT Support Engineer to play an integral role as we continue to scale the business. This position will interact with Company employees over the phone, in person, or via video conferencing to resolve reported issues. We are looking for candidates with extensive customer service experience, technical support, and troubleshooting as it applies to computers, networking, IP telephony, AV, and applications. You will report into our Technology Manager providing clear and concise information when escalating issues is required.

We offer a flexible, empowering culture, competitive compensation and benefits, and significant potential for career growth and development. You will work closely with, and learn from, our experienced and respected leadership team. This position will be based in our downtown Dallas office and requires a 5-day in office commitment.

The Role: This role includes, but is not limited to, the following responsibilities :

Responsibilities:

• Diagnose and resolve complex technical issues involving a variety of networked systems, ensuring minimal disruption to end-user operations.
• Assist employees with the configuration, troubleshooting, and maintenance of mobile devices (iPhone, iPads, laptops, etc.), ensuring optimal performance across all platforms.
• Deliver exceptional customer support in high-pressure situations, providing clear and timely solutions to meet employee needs.
• Escalate critical issues to Systems & Network Engineering or Security teams, ensuring rapid resolution of any advanced technical concerns.
• Manage and track hardware and software inventory , accurately forecasting equipment requirements and procuring necessary components to maintain consistent service delivery.
• Install, configure, and troubleshoot hardware and software on desktop computers, laptops, and other end-user devices, ensuring seamless setup and functionality.
• Monitor and manage service tickets within the ticketing system, ensuring timely responses and resolutions.
• Triage, troubleshoot, and resolve technical issues related to hardware and software through the ticketing system, prioritizing based on impact and urgency.
• Communicate effectively regarding progress, troubleshooting steps, and any escalated issues, keeping stakeholders informed.
• Contribute to continuous process improvement efforts, identifying and suggesting improvements in workflows, tools, or processes to enhance service efficiency.
• Work on ad-hoc projects , creating innovative solutions where no established processes or solutions currently exist, contributing to the growth and improvement of the IT environment.
• Confidentially discuss and share technology ideas in an open, team-focused environment, promoting collaboration and innovation.
• Be available for after-hours support as needed , evenings, weekends, with the flexibility to handle urgent requests with minimal notice to maintain uptime requirement. Areas including: Network, Patching, Updates, Ticketing or other uptime related issues.

Requirements:

• Associates degree preferred and 3-5 years customer support/Help Desk experience is required. Instead of a degree, at least two additional years in a professional IT-related and/or business-related role
• Strong communication (written and verbal), interpersonal, and analytical skills
• Ability and desire to provide excellent customer service to internal and external customers and vendors.
• Knowledge and understanding of IT troubleshooting methodologies.
• Proficient with Apple iOS and Windows 11
• Prior experience in O365, Intune, Defender (Or like product), Azure AD, Patch management. Microsoft Windows 11, Apple IOS and AndroidOS
• Ability to effectively multitask, work independently and in team setting

• Desired: A+, N+ Certification
• Ability to smile in the face of adversity, help others laugh on a bad day, and make everyone feel their concerns or issues are important no matter how small

Physical Requirements:

• Ability to lift up to 60 lbs. for equipment installation
• Ability to crouch beneath desks for workstation installation
• Ability to work on ladders for wireless system maintenance, etc.

Please do not rely on compensation estimates for our jobs that are posted on sites other than our direct website as these may be misleading.


About Evergreen Residential

Founded in 2021, Evergreen Residential is a full-service SFR platform leveraging proven operational practices and the latest technological advances to optimize investor returns and achieve positive outcomes for our residents and the communities in which we operate. We offer a full suite of services, including Investment Management, Asset Origination, and Advisory Services. The firm is headquartered in Dallas with offices in New York City.

The leadership team has extensive experience dating back to the early institutionalization of SFR and unrivaled depth of experience in the complete asset life cycle. We are built to withstand changing market conditions, and our business produces resilient, predictable cash flows and margins. We are committed to charting new paths and using data to achieve best-in-class results. Our business is evergreen.

Beyond financial returns, the Company is committed to measurable impact objectives. We believe that inclusive and equitable management, environmentally sustainable long-term strategies, and resident-focused policies are good business - for our residents, our investors, and our team. We are committed to using environmentally sustainable practices and empowering our residents to improve their financial health.

Our cornerstone values - Accountability, Transparency and Partnership - are built on a foundation of Integrity and provide the roadmap for our daily actions, interactions and decisions.

Equal Opportunities and Other Employment Statements

We are deeply committed to building a workplace and community where inclusion is not only valued but prioritized. We take pride in being an equal opportunity employer and seek to create a welcoming environment based on mutual respect, and to recruit, develop and retain the most talented people from a diverse candidate pool. All employment decisions shall be made without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other basis as protected by federal, state, or local law.