Support Analyst

at  MRI Software

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.
Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.
And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for “family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.
Please note, the successful candidate will be required to work UK hours, and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.
We are currently looking to recruit an Application Support Analyst who will be responsible for providing technical solutions, advice and consultancy for the software applications provided by the business.
This is a fantastic opportunity for someone with 2nd line application support experience. This will include a background working with databases, interrogating and manipulating information to achieve results and resolve support tickets.

Job Overview:

• Experience in application support
• Fulfil self-service requests
• Gain knowledge of our product set
• Resolve support tickets to SLA commitments
• Assist in building and maintaining a knowledge base for use across the business, responsible for the documentation
• Reviewing all support tickets daily
• Applying the appropriate resolution for the issue where required
• Escalating support tickets to 3rd line support teams
• Updating the user / client with the ticket status
• Ability to identify and highlight service improvements.
• Confidence building positive relationships with users/customers.

Candidate Requirements:

• A friendly and collaborative attitude and strong Team Player
• Excellent telephone manner
• Excellent problem-solving skills with a logical approach and use of methodologies such as ITIL
• Ability to pick up new technologies quickly and efficiently
• Good experience with Microsoft IT technologies
• Possess good personal organisation and time management abilities gained in a similar environment
• Fast learner and adaptable

Essential Knowledge and Experience:

• Supporting distributed and web-based applications
• Solving application support issues from customers, prioritising tickets and communicating regularly.
• Updating User Guides and Support Knowledge Base
• Excellent problem solver
• Root Cause Analysis
• Excellent working knowledge of SQL, such as reading store procedures and triggers

We’re obsessed with making this the best job you’ve ever had!

• We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:
• Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group.
• Enjoy peace of mind over yours and your family’s health with our Private Medical Insurance and Health Cash Plan.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, in addition to a bank of 15 hours of “Flex Time Off” to be used whenever and however you choose!
• Income Protection Plans give you the peace of mind you deserve.
• Further your professional development and growth with our generous Tuition Reimbursement Schemes.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.
Amazing growth takes amazing employees. Are you up to the challenge?
We know the
confidence gap and
imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you!
As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.
Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself

Please refer the Job description for details