Senior Technology Support Specialist

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. The technician will handle incident logging, resolution, and ownership, collaborating with team members and other Technology Services teams to enhance the end-user experience. Special attention will be given to resolving issues for our Executive C-Suite members promptly. As a senior technician, you will serve as a technical escalation point for other deskside members, mentoring and acting as a role model for incident management and end-user interactions. You will oversee deskside projects, ensuring the team has the necessary information and knowledge to execute effectively. The ideal candidate will possess the following attributes: Accountability : A strong sense of ownership in troubleshooting and problem resolution. Professionalism : Maintaining composure and integrity while supporting end users. Detail-Oriented : Listening carefully and understanding issues thoroughly. Note: Night and weekend work, as well as travel, will be required. Responsibilities:

Provide exceptional deskside and remote support, focusing on Brookfield's Executive members. Own and follow up on IT support requests and tickets until resolution is confirmed by the user. Accurately log incidents and requests in ServiceNow. Demonstrate strong experience with video conferencing and collaboration tools, especially Microsoft Teams. Support installation, configuration, maintenance, and troubleshooting of hardware, software, audio/visual equipment, networks, printers, and peripherals. Handle complex, confidential assignments. Manage project execution, ensuring documentation accuracy, updates, and inventory tracking. Document past incidents and resolutions according to knowledge management standards. Represent Brookfield Technology Services professionally in all interactions. Proactively follow up on service requests and problem tickets until resolution is confirmed. Collaborate with team members to deliver comprehensive support. Participate in testing new desktop technologies and software. Maintain professionalism and good attitude with all users and vendors. Provide technical education and support for high-level issues. Communicate effectively both verbally and in writing. Assist and support team members as needed. Technical Skills:

Knowledge of ITIL methodology. Experience with desktop project execution and ownership. Proficiency with Windows 10 & 11, Microsoft Office (O365). Experience with local account management, registry, command line, service management systems, and system management tools. Familiarity with Windows Auto Pilot, MFA, Cisco VPN, or other remote connectivity solutions. Hardware proficiency with desktops, laptops, printers. Understanding of wide area networks, TCP/IP, and home networking. Experience:

7+ years of related experience, including at least 2 years supporting C-Suite executives in a financial institution. Bachelors degree in computer science, business computing, or a related field, or equivalent experience and certifications. Experience supporting financial services, especially front office support, is a plus. Proven ability to install, configure, and support Windows and Mac OS desktops and software. Strong customer relationship management skills. Experience working with third-party service providers and understanding of business governance. Experience with ServiceNow is preferred. Vigilance regarding cybersecurity matters. Salary Range: $100,000 - $110,000 #J-18808-Ljbffr