Support Engineer

StarRez is on a transformational journey, with a loyal and passionate customer base we serve some of the most prestigious organizations in the world including Harvard University, Stanford University, National University of Singapore, University of London, University of Canberra, Vail Ski Resorts (Staff Housing), iQ Student Accommodation (PBSA), Scape Living (PBSA and BTR) and 800  more.  

As part of our technology plans, we are helping our remaining legacy customers move to our cloud while also evolving our business model to embrace the full benefits of a scalable SaaS business model.

Our Technology community at StarRez is focused on a three-year strategy to collectively transform our eco-system of products, utilizing native cloud technologies, a service-based architecture while also focusing on scalability, reliability and performance in the cloud. Our community of teams are rallying behind one vision that we can build towards our north star:

“Through the lens of our customers and residents, the StarRez Technology community will deliver a world class PropertyTech experience that is scalable, reliable and secure backed by data driven decisions using purpose fit technology”

We come together through a set of common principles, as a member of the StarRez technology community we ask for a commitment and contribution to these principles.

The Role – Workplace Technology Support Engineer
Reports To – Head of Workplace Technology

The Workplace Technology team is responsible for the internal technology, systems, infrastructure, devices and SaaS tools that our employees use around the globe. This role will help drive the transition to a 100% SaaS orientated workplace, while transitioning from on-premise technology to a cloud model and global technical support service that ensures StarRez employees can enjoy a proactive, consistent workplace technology experience no matter where they are located.

The Support Engineer first and foremost provides technical support to our staff members based in our Denver/US region. Daily this role monitors the support queue, proactively ensuring our staff are enabled using technology.

This role will provide support and services through a user/customer orientated approach, ensuring that our employees are comfortable with the systems they are using, and have confidence in the technical support service being provided. This role will manage and work through support tickets, while also playing a key role in actioning new starters and exists through an evolving on and offboarding service.

The Support Engineer will have the opportunity to partake in IT projects that are defined on the Workplace Technology roadmap. These projects will form part of the broader StarRez Technology strategy and will be aimed at enhancing the StarRez workplace experience globally.

This role will also play a key part in helping to define and evolve the physical workplace, owning and driving the technology experience across our meeting rooms & collaboration zones using a mixture of devices and SaaS tools like Zoom.

Key Responsibilities

• Proactively own and manage technical support tickets as they come through the queue for our Denver/US region, and where possible global tickets associated with our AU and UK regions.
• Employee Onboarding and Offboarding
• Device Management (Azure / Intune) & procurement, Windows 10, Mac OSX, windows-based devices and mac laptops
• Active Directory account creation and management, Office 365 and Windows Management
• Networking and Wi-Fi fundamentals as part of building, supporting and integrating devices within our Denver office.
• Partner with Security & play a role in security-based projects
• In alignment with the Workplace Technology strategy, play a key role in the prioritized IT projects (using Agile as a delivery method) that form part of the Technology roadmap.
• Champion and own the management of key workplace SaaS tools such as (but not limited to), Slack, Zoom, Atlassian (Confluence, Jira), Miro, Monday.com.
• Infrastructure management (Hyper-V, MSSQL)