RealPage is the leading global provider of AI-enabled software platforms to the real estate industry. By using RealPage solutions for operational excellence in the front office and throughout property operations, many leading property owners, operators, and investors gain transparency into asset performance with data insights, enhancing experiences with customized tools and improving efficiencies to generate incremental yield. In 2021, 2022, 2023 and 2024, RealPage was recognized as ENERGY STAR® Partner of the Year for Sustained Excellence from the Environmental Protection Agency (EPA) and the U.S. Department of Energy. In 2024, RealPage was recognized as one of America’s Best Employers by Forbes and one of America’s Greatest Workplaces for Women by Newsweek. Founded in 1998 and headquartered in Richardson, Texas, RealPage joined the Thoma Bravo portfolio of market-leading enterprise software firms in 2021 to realize faster growth and innovation in serving more than 24 million rental units from offices in North America, Europe and Asia. RealPage has been certified as a Great Place to Work™ in India, the Philippines, the UK and the U.S.

Job description

As a Tier 2 Help Desk Agent, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues, addressing internet-related concerns on customers' devices, and effectively resolving network equipment issues.

Primary Responsibilities

Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.
Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.
Conduct remote troubleshooting for network-related problems.
Identify access points and evaluate their functionality, including heartbeats and the number of users.
Determine the necessity of rebooting wireless access points to resolve connection issues.
Utilize MAC addresses to ascertain the connection status of devices.
Resolve cable and video-related issues.
Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.
Rectify video and programming problems on Dish Smart Boxes.
Handle matters escalated from property staff.
Perform other duties as assigned.

Required Knowledge/Skills/Abilities