Engineer - Application Support N 4A

Overview

Provide application support for Hines Living’s suite of Property Management Systems (PMSs), supporting Leasing Offices, Corporate Accounting, Central and Regional Operations, Marketing, Residents and Prospective Residents. Troubleshoot and resolve system issues to deliver an optimal End User Experience for On-Site Leasing and Maintenance Teams, Regional and Corporate Users, and Residents and Prospective Residents.

What you'll do

• Promptly address Incidents and Service Requests as prioritized and assigned by the Hines India Associate Real Estate Applications to the MFS Entrata Support queue in the HelpDesk ticketing system.
• Lead and support discovery meetings with cross-functional stakeholders to share ideas and findings.
• Provide “first touch” Tier-1 support for On-Site Teams, complementing the core support hours covered by the Hines Living Real Estate Applications Team.
• Provide detailed Root Cause Analysis (RCA) of Incidents and Service Requests resolved in the HelpDesk ticketing system.
• Work with Hines Living to identify opportunities to update End User Guides and FAQs.
• Partner with the States-Side Support Team (SSST) to identify training opportunities for On-Site Teams.

What you'll need

• Three or more years of experience supporting, testing and implementing cloud-based applications.
• Three or more years in the Multifamily/BTR and/or Student Housing industry.
• Three or more years of experience with ITSM such as BMC’s TrackIT, Freshdesk, Zendesk, Salesforce, ServiceNow or other industry-leading ITSM platforms.
• Bachelor’s Degree in Computer Science or Information Systems, or a related field from an accredited institution is strongly preferred.
• Multifamily/BTR or Student Housing industry experience.
• Property Management System (PMS) experience.
• Experience using or supporting Entrata or StarRez PMS.
• Excellent troubleshooting and analytical skills.
• Excellent communication skills and a service-obsessed approach to End User support.
• Excellent time management skills.
• Solution-oriented approach to problem solving.
• Proficient with MS Office 365, including Outlook, Word, Excel and PowerPoint.
• Proficient with collaboration platforms, including MS Teams and Zoom.
• Bachelor’s in Computer Engineering, Computer Science or Information Technology, or Master’s in Software Engineering.
• ITIL Foundation - Axelos certification.
• Agile Methodology, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, Personal Effectiveness and Storytelling skills.
• English proficiency is required at the Proficient - C2 level.

Details

• Location: Gurugram, India.
• Office work.
• Day job shift in India.
• Work over 40 hours per week as business needs deem appropriate.
• Work indoors approximately 100% of the time.
• Ability to operate a computer, phone system and general office equipment.
• Regular employment type.