Technical Support Specialist

Location

Brookfield Place New York - 250 Vesey Street, 15th Floor

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

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 5,000 users.

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.

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 colleagues and employees of Brookfield.

• 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,

• Android OS, iOS,

• Microsoft Office (O365) Internet Browsers,

• Local Account Management,

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

• Proficient with the following hardware:

• Desktop / Laptop iPad/iPhone,

• Android Phones/Devices Printers

• Cisco Video Conferencing equipment, Cisco phones

Knowledge of wide area networks, 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

• Experience in the financial service industry preferred. 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.

Note: Night and Weekend work may be required.

Salary Range: $80,000 - $90.000

Our compensation structure is comprised of