Technical Support Specialist

Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end user technology services across all Brookfield business groups, comprised of approximately 6,500 users. The Deskside Technician is the face of Technology Services, providing first-line support to end users.  

The Technical Support Specialist will report to the Team lead, Deskside.  In addition to incident logging, resolution, and ownership, the Deskside Technician will collaborate with team members and other Technology Services teams to maintain and improve the end user experience of all Brookfield users.  

The ideal candidate for this role will possess the following attributes. 

• Accountability – candidate has a sense of ownership when troubleshooting a problem and will see things through to completion. 

• Professionalism - candidate maintains composure and integrity while providing timely support to end users.   

• Detail Oriented – candidate takes the time to listen and understand the issue and works with the appropriate teams to resolve.  

Note: Night and Weekend work may be required. 

Responsibilities: 

• Provides exceptional deskside and remote support to Brookfield users. 

• Owns and follows up on IT support requests and problem tickets until user confirms resolution.  

• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals. 

• Provides technical training to end users.  

• Ensures past incidents and resolutions are documented appropriately according to knowledge management standards.  

• Positively represents Brookfield Technology Services with professionalism in all interactions.  

• Proactively follows up on IT service requests/IT problem tickets until customer confirms resolution. 

• Collaborates with other team members to provide efficient, full-service support.  

• Participates in testing new desktop technologies and software.  

• Technician must maintain professionalism, good attitude and appropriate behavior with all users and vendors. 

• Technician will provide customer technical education, and support high level technical problems. 

• Assists, encourages, and serves as a backup to other team members. 

Technical Skills 

Knowledge of the following: 

• ITIL Methodology 

• Proficient with the following technologies:  

• Windows 10 & 11,  

• Microsoft Office (O365) 

• Internet Browsers,  

• Local Account Management,  

• Installs and removals, Registry, Command line, Service management systems and System Management Tools, 

• MFA (Microsoft Authentication) 

• VPNs 

• Proficient with the following hardware: 

• Desktop / Laptop 

• iPad/iPhone,  

• Android Phones/Devices  

• Printers 

• Cisco Video Conferencing equipment,  

• Teams phones 

• Knowledge of wide area networks (SDWAN), TCP/IP, and Server OS is desired. 

Experience 

• 5+ years of related experience 

• Bachelor’s degree in computer science, business computing, or a related field, or equivalent combination of education, certification, and experience. 

• Preferred experience with financial services, with front office support a plus 

• 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. 

• Strong and effective customer relationship management skills and process/practice experience 

• Experience working with third-party service provider service delivery execution and business governance. 

• Experience with ServiceNow ticketing system preferred, but not required. 

• Understands the importance and is vigilant with Cybersecurity matters.