Senior Technology Support Specialist

LocationBrookfield Place New York - 250 Vesey Street, 15th FloorTechnology ServicesTechnology 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.Brookfield CultureBrookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.Job DescriptionTechnology 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.The ideal candidate for this role will possess the following attributes.Accountability - candidate has a sense of ownership when troubleshooting a problem and will see things through to completionProfessionalism - candidate maintains composure and integrity while providing timely support to end usersDetail Oriented - candidate takes the time to listen and understand the issue and works with the appropriate teams to resolveNote: Night and Weekend work as well as travel will be required.Responsibilities:Provides exceptional deskside and remote support to Brookfield users, with a focus on the firms Executive membersOwns and follows up on IT support requests and problem tickets until user confirms resolutionEnters incidents and requests into ServiceNow to ensure accurate tracking of End User IssuesStrong experience of video conferencing and collaboration tools, Microsoft TeamsProvides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripheralsWorks on complex, confidential assignmentsOwns project execution on behalf of the Deskside team, ensures documentation is accurate, updates are provided to management and inventory/completion tracked successfullyEnsures past incidents and resolutions are documented appropriately according to knowledge management standardsPositively represents Brookfield Technology Services with professionalism in all interactionsProactively follows up on IT service requests/IT problem tickets until customer confirms resolutionCollaborates with other team members to provide efficient, full-service supportParticipates in testing new desktop technologies and software.Technician must maintain professionalism, good attitude and appropriate behavior with all users and vendorsTechnician will provide customer technical education, and support high level technical problemsExcellent verbal and written communication skillsAssists, encourages, and serves as a backup to other team membersTechnical Skills:Knowledge of the following:ITIL MethodologyDesktop Project execution and ownershipProficient with the following technologies:Windows 10 & 11iOS, Android OSMicrosoft Office (O365)Internet BrowsersLocal Account ManagementInstalls and removals, Registry, Command line, Service management systems and System Management ToolsWindows Auto PilotMFA and Cisco VPN or other remote connectivity solutionsProficient with the following hardware:Desktop / LaptopiPad/iPhoneAndroid Phones/DevicesPrintersCisco Video Conferencing equipment,Cisco phones/Poly PhonesKnowledge of wide area networks, TCP/IP, and home networkingExperience:7+ years of related experience, 2 years minimum supporting C-Suite Executives in a financial institutionBachelor's degree in computer science, business computing, or a related field, or equivalent combination of education, certification, and experienceExperience with financial services, with front office support a plusExperience 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 softwareStrong and effective customer relationship management skills and process/practice experienceExperience working with third-party service provider service delivery execution and business governance.Experience with ServiceNow ticketing system preferred, but not requiredUnderstands the importance and is vigilant with Cybersecurity mattersSalary Range: $100,000 - $110,000Our 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. Accordingly, we do not tolerate workplace discrimination, violence or harassment.We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.