Technical Support Specialist

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.

Key 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.

Technical Skills & Competencies
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
• Server OS knowledge is an asset

Qualifications & Experience

• 5+ 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
• Experience in the financial services industry is preferred; front-office support is a plus
• 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

Salary Range: $75,000 - $85,000

Our compensation structure is comprised of a base salary and a short-term incentive program (cash bonus). Cash compensation tends to vary based on geography to account for local market conditions and is set to be market competitive. Compensation decisions are based on several factors including relative experience, overall years of experience, industry experience, education and designations.

Our compensation structure is comprised of a base salary and a short-term incentive program (cash bonus). Cash compensation tends to vary based on geography to account for local market conditions and is set to be market competitive. Compensation decisions are based on a number of factors including relative experience, overall years of experience, industry experience, education and designations.

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. We do not tolerate workplace discrimination, violence or harassment. We are proud to be an Equal Opportunity Employer and make employment decisions based on qualifications, merit and business needs, without regard to any characteristic protected by applicable law. Applicant information is collected and handled in accordance with our Applicant Privacy Notice.