Senior IT Support Engineer

About The Company

Redpin is an embedded software and a global payments business for the international residential property market and beyond. We are reshaping the age-old property market by connecting the dots across the entire ecosystem, from buyers and sellers to legal service firms and title companies to property management, banks, and real estate agents.

Our world-class payments network and human-centric customer service touches a vast global community across 15,000+ partners, 235 territories and two flagship brands, Currencies Direct and TorFX.

About The Role

In my role, you will deliver remote desktop support to a global team across multiple countries such as the UK, South Africa, Spain etc. Take proactive ownership of all customer-reported issues, ensuring each problem is thoroughly addressed until resolved. Also, Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues and following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

What You'll Do

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask employees targeted questions to quickly understand the root of the problem
• Track issues through to resolution, within agreed time limits
• Talk employees through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal/external teams (e.g. software developers/partners)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with employees to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form knowledgebase articles and training manuals
  
  

What You'll Need

• 4+ years of experience in IT support
• BS degree in Information Technology, Computer Science or relevant field
• Experience in Data backup, Windows updates, MacOS, Group policy, Active directory/ Azure AD, DNS, DHCP, Networking, Anti-Virus application, security Group, OUs. VoIP Network, Intune.
• Good to have experience in ITIL process knowledge, Video Conferencing, Slack, Google Workspace, Zoom
  
  

Bonus Points

• ITIL v4
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Experience within the finance software industry
  
  

We welcome people from all backgrounds who seek the opportunity to help build a future where we connect the dots for international property payments. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world of PropTech forward, together.

Redpin, Currencies Direct and TorFX are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.