Service Desk Technician

What we do matters to ordinary people. Residential real estate is the world’s largest asset class and buying a home is often the biggest investment a person or family will ever make. But the residential property management industry is lagging behind when it comes to customer focus and digitalization. That’s why we formed Odevo

Leading property management companies in the Nordics, UK, Germany and US have already joined forces to form Odevo and over the last 4 years Odevo revenues have grown 30-fold has grown to become a leading international player. Our ambition is to continue to grow rapidly organically and by attracting additional companies to join us in both existing and new markets.

We deliver our property management services with custom developed software to simplify living and make life easier for property owners, association boards, residents and very importantly our own property management professionals. We make complex topics such as managing property finances and the daily maintenance of buildings easy and we automate time-consuming everyday tasks so people can spend more time on things that they really enjoy.

We are a 7,000-employee company with a start-up mentality. We aspire to break new ground through innovation, and we actively cultivate a workplace where we can grow as individuals and have fun while achieving great things together.

To continue our ambitious growth journey, we are now looking for people who share our vision to join us on a journey that will continue to transform the property management industry.

About the Role

As part of the IT Operations team, this role will be a part of our US-based Service Desk team, which supports multiple companies nationwide. This role involves supporting daily operations of the Service Desk and ensuring issues are resolved in a timely manner to end-users

·         Participate in the daily operations of the US Service Desk team, ensuring timely and effective resolution of technical issues for multiple companies.

·         Support Odevo US end-users with personalized first level support and day-to-day monitoring of network systems, servers, workstations, mobile devices, and peripherals in a complex multi-platform computing environment.

·         Create, modify, and/or resets user accounts on the Windows network, CINC System, and other applications as needed.

·         Participate in an IT organization that follows ITIL best practices to enhance service delivery.

·         Help the team develop and maintain documentation for IT support processes and procedures.

·         Ensure that our culture of fostering a collaborative and customer-focused environment helps our team be perceived as user-centric.

·         Establish that communication with customers comes first and that we look to resolve their needs in an effective and timely way.

·         Coordinate with multiple Odevo IT subject matter experts to resolve complex and nuanced software and access issues.

·         Climb, stoop, and/or kneel while installing/uninstalling PC equipment or other tasks.

Who You Are

·         Organisationally savvy, with the ability to engage at all levels of an organisation.

·         Ability to articulate new ideas and concepts to technical and nontechnical audiences.

·         Excellent presentation, communication and interpersonal skills.

·         Ability to communicate complex problems in a non-technical and simplified manner.

·         Attention to detail and excellent analytic skills.

·         Well organized and able to work on own initiative.

·         Flexibility to travel within the US.

·         Trusted and respected as a team member with strong collaboration and active listening skills.

·         Displays intellectual curiosity and integrity.

·         Motivated and driven by achieving long-term business outcomes.

·         Ability to work effectively in a team environment and cross-functional teams.

Experience

·         Associates degree, preferably in a technical field, or equivalent experience

·         A+, Network+, CCNA, or other technical certifications is a plus

·         Experience in a Service Desk or IT support analyst role

·         Excellent communication and interpersonal skills

·         Proficiency in using Service Desk ticketing software and remote management tools

·         Proficiency in Microsoft 365, Active Directory, and Microsoft Intune

·         Able to communicate fluently in English, both written and verbal

·         Understanding of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL) principles

·         Strong technical and troubleshooting skills specific to IT hardware, software, and cloud platforms

·         Awareness of the importance of Security and GDPR requirements