About the Role
Velocity Properties is an enterprise commercial real estate management platform built by Bermwood Technologies. Corporate occupiers, REITs, and developers use Velocity to manage leases, transactions, projects, and inspections across large property portfolios.
We are hiring an Application & IT Support Specialist to be the first point of contact for our users. You will solve everyday IT issues, guide users through our applications, and make sure every request ends with a clear resolution.
What You Will Do
- Respond first to application and end-user IT support requests.
- Troubleshoot Outlook, Teams, Microsoft 365 sign-in, MFA, OneDrive, SharePoint, and basic device or connectivity issues.
- Help users of company and client applications: explain workflows, reproduce errors, apply documented workarounds, and confirm the fix works.
- Write clear bug reports with impact, reproduction steps, timestamps, and sanitized screenshots or logs.
- Process approved onboarding, offboarding, license, and access requests within your delegated permissions and our established procedures.
- Keep ticket records current, update users on progress, and follow escalations until each issue is resolved.
- Build troubleshooting guides and flag recurring problems so the team can fix root causes.
- Recognize suspected security incidents and escalate them right away.
What You Bring
- Hands-on experience in a service desk or application support role.
- Practical troubleshooting skills in Microsoft 365, Windows, and basic networking.
- Clear communication with nontechnical users and strong ticket documentation habits.
- Comfort following runbooks, verifying user identity, and knowing when a problem needs a specialist.
Nice to Have
- Familiarity with macOS.
- Experience supporting external clients.