Technical Support Specialist

Location

London - One Canada Square, Level 25

Brookfield Culture

Brookfield has a unique and dynamic culture.  We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader:  Entrepreneurial, Collaborative and Disciplined.  Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

Role Description

The Technical Support Specialist works on assignments that are routine in nature. Generally assigned to tasks that are specific, single function, routine or repetitive operations. Manages work effectively by prioritizing own assignments and works on more than one task at a time.

Provides level 1.5 / 2 technical support and service for daily end user computer operations and project efforts in a complex computing environment. Supports a wide range of IT services including but not limited to: PC, MAC, mobile devices, Video Conference, software and basic network support. Works with direct team members and clients and contributes to continuously improve the end user experience. May require working during non-business hours and on weekends.

Functional Responsibilities

• Coordinate with team members and 3rd party service support groups to effectively resolve incidents and service request according to SLA’s.
• Follows standards and guidelines to install, configure, customize, troubleshoot, upgrade and maintain client’s workstations, printers, wireless devices, handheld devices and peripherals.
• Advocates understanding with clients on the benefits of the IT service provide model to help foster collaboration.
• Provides quality service and takes ownership in: resolving incidents /service request; tracking end user systems and device inventory resulting in timely and efficient resolution to incidents / service request evidenced by meeting clients needs, meeting or exceeding SLA’s and accurate data for asset management.
• Proactively seeks information and utilizes creative problem solving skills along with standard operating procedures.
• Demonstrates relationship building, effective communication skills and quality service in the process of supporting, advising and educating clients on the use of end user computing hardware.
• Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents /service requests, knowledge transfer resulting in efficient and effective incident management.
• Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes, and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
• Demonstrates quality service by actively contributing to customer satisfaction through advocating for clients needs, escalating incidents and requests, resulting in meeting or exceeding client’s satisfaction metrics

TSG Core Values Accountabilities

• INTEGRITY: Demonstrates a desire for End-User and Desktop Services department growth, as needed, and success without compromising TSG’s values to achieve that success.
• ACCOUNTABILITY: Understands the mandate and strategic direction of End –User and Desktop and Mobility Services and takes ownership of roles and responsibilities both within the team, and across End-User Services for the overall benefit of TSG and the delivery of its products and services.
• CLIENT FOCUS: Takes the time to understand Clients’ business strategy, needs and requests as they relate to Desktop & Mobility so as to fulfill the business’ objectives.
• GLOBAL PERSPECTIVE: Demonstrates creative solutioning by working together with global peers in understanding different perspectives and collaborating/sharing information with global IT and End-User Services in order to achieve personal and team-specific goals.
• OPERATIONAL EXCELLENCE / CONTINUOUS IMPROVEMENT: Strives to deliver quality Deskside Support/EDSS services through continuous improvement and providing standard and consistent service levels both internally and externally thereby driving operational excellence for End-User services.
• PERSONAL GROWTH & FULFILLMENT: Cultivates an environment that encourages problem solving, critical thinking, and innovation peer employees and teams are engaged in meaningful work, with outcomes they can influence and for which they are recognized.

Service/Personal Skills

• Demonstrate ability to establish and maintain effective relationships with BCO’s clients management/employees in a manner that consistently meets BCO’s expectations for exemplary customer service
• Demonstrate ability to see issues from the customer’s perspective, assesses urgency of requests and responds accordingly.
• Ability to communicate clearly and effectively both verbally and in writing, to differing audiences
• May require to travel to various locations outside of the corporate office
• Periodically moves boxes and computer equipment weighing up to 50 lbs
• Positions self to install computer equipment, including under desks
• Punctual, regular, and consistent attendance is required

Technical Skills

• ITIL Methodology
• High degree or familiarity with some or all of the following technologies: Windows 11, MAC OS, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management systems, System Management Tools.
• High degree or familiarity with some or all of the following hardware: Desktop / Laptop, iPhone, Android Phones, Printers, Video Conferencing equipment, Cisco IP phones, Poly phones
• Knowledge of wide area networks, TCP/IP and Server OS is desired

Experience

• Min 5-year experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it.  Accordingly, we do not tolerate workplace discrimination, violence or harassment.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.