Technical Support Specialist
About The Position
The Technical Support Specialist serves as the face of Technology Services, providing first-line deskside and remote support to Brookfield end users. This role is key to ensuring a high-quality user experience and seamless support across the organization. The Technical Support Specialist will report to the Team Lead, Deskside Support, and work closely with other TS teams to log, resolve, and manage incidents and service requests, while continuously looking for ways to improve service delivery. Key Attributes of the Ideal Candidate Accountability – Takes ownership of issues, sees them through to resolution. Professionalism – Maintains composure and integrity in all user interactions. Detail-Oriented – Listens carefully, documents thoroughly, and follows up consistently.
Requirements
- 3+ years of relevant IT support experience
- Bachelor’s degree in computer science, Information Technology, or related field, or equivalent combination of education, certifications, and experience
- Proven ability to install, configure, and support both Windows and Mac environments
- Strong customer service and relationship management skills
- Experience working with third-party service providers and ticketing systems (e.g., ServiceNow)
- Strong awareness and commitment to cybersecurity best practices
- Knowledge and proficiency in the following areas:
- ITIL framework and best practices
- Operating Systems: Windows 10/11 and macOS
- Applications: Microsoft Office 365, ServiceNow (SNOW)
- Systems & Tools: Active Directory, Microsoft Intune, Azure AD
- Networking: Remote access (MFA, Cisco VPN), TCP/IP, WAN
- Hardware: Desktops, laptops, iPads, iPhones, printers, Cisco video conferencing systems
Nice To Haves
- Experience in the financial services industry is preferred; front-office support is a plus
- Server OS knowledge is an asset
Responsibilities
- Provide exceptional deskside and remote support to Brookfield end users.
- Own IT support incidents and requests through to confirmed resolution.
- Install, configure, maintain, and troubleshoot hardware, software, peripherals, AV equipment, and network connectivity.
- Deliver basic technical training and guidance to end users.
- Ensure all incidents, resolutions, and workarounds are documented in accordance with knowledge management standards.
- Represent Brookfield Technology Services with professionalism in all interactions.
- Collaborate across TS teams to resolve complex or escalated issues efficiently.
- Participate in the testing and rollout of new desktop technologies and software.
- Assist and provide backup support to other deskside team members as needed.
- Support high-priority and complex technical issues, including escalations.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
