Technical Support Specialist

Technology Services (TS) is responsible for delivering enterprise infrastructure, applications, and end-user technology services across all Brookfield business groups, supporting approximately 6,500 users globally.

The Deskside 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 Deskside Support Specialist will report to the Deskside Support Manager, 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 supports incidents and requests through to confirmed resolution.

• Install, configure, maintain , and troubleshoot hardware, software, peripherals, AV equipment, and network connectivity.

• Deliver basic onboarding 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.

Do you have experience in macOS?, Do you have a Bachelor's degree?, 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, Zscaler), TCP/IP, WAN

• Hardware: Desktops, laptops, iPads, iPhones, printers, Cisco video conferencing systems

• Server OS knowledge is an asset, * 3 -6 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

Preferred Certifications

• CompTIA A+ / Network+

• ITIL Foundation or Intermediate