Senior Technology Support Specialist

Brookfield Asset Management • New York, NY

260d • $100,000 - $110,000

About The Position

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 Senior Technical Support Specialist will report to the regional lead, Deskside. Excellent communication and interpersonal skills, combined with advanced technical skills are essential to this role. 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. Specifically, the technician will ensure our Executive C-Suite members' issues are resolved in a timely manner. As a Senior technician you will be seen as a technical escalation to other deskside members, mentoring and acting as a role model for incidents and End User interactions. You will oversee deskside projects, ensuring the team have the right information and knowledge to execute successfully for our end users.

Requirements

• 7+ years of related experience
• 2 years minimum supporting C-Suite Executives in a financial institution
• Bachelor's degree in computer science, business computing, or a related field, or equivalent combination of education, certification, and experience
• 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

Responsibilities

• Provides exceptional deskside and remote support to Brookfield users, with a focus on the firms Executive members
• Owns and follows up on IT support requests and problem tickets until user confirms resolution
• Enters incidents and requests into ServiceNow to ensure accurate tracking of End User Issues
• Strong experience of video conferencing and collaboration tools, Microsoft Teams
• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals
• Works on complex, confidential assignments
• Owns project execution on behalf of the Deskside team, ensures documentation is accurate, updates are provided to management and inventory/completion tracked successfully
• 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
• Excellent verbal and written communication skills
• Assists, encourages, and serves as a backup to other team members

Benefits

• Salary Range: $100,000 - $110,000
• Compensation structure includes a base salary and a short-term incentive program (cash bonus)
• Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful
• Diversity environment and equal opportunity employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Real Estate
• Education Level: Bachelor's degree