Senior Technology Support Specialist

Location

Brookfield Place New York - 250 Vesey Street, 15th Floor

Technology Services

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.

Brookfield Culture

Brookfield 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 Description

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 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 completion

• Professionalism - candidate maintains composure and integrity while providing timely support to end users

• Detail Oriented – candidate takes the time to listen and understand the issue and works with the appropriate teams to resolve

Note: 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 members

• Owns and follows up on IT support requests and problem tickets until user confirms resolution

• Enters incidents and requests into ServiceNow to ensure accurate tracking of End User Issues

• Strong experience of video conferencing and collaboration tools, Microsoft Teams

• Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals

• Works on complex, confidential assignments

• Owns project execution on behalf of the Deskside team, ensures documentation is accurate, updates are provided to management and inventory/completion tracked successfully

• Ensures past incidents and resolutions are documented appropriately according to knowledge management standards

• Positively represents Brookfield Technology Services with professionalism in all interactions

• Proactively follows up on IT service requests/IT problem tickets until customer confirms resolution

• Collaborates with other team members to provide efficient, full-service support

• Participates in testing new desktop technologies and software.

• Technician must maintain professionalism, good attitude and appropriate behavior with all users and vendors

• Technician will provide customer technical education, and support high level technical problems

• Excellent verbal and written communication skills

• Assists, encourages, and serves as a backup to other team members

Technical Skills:

Knowledge of the following:

• ITIL Methodology

• Desktop Project execution and ownership

• Proficient with the following technologies:

  • Windows 10 & 11

  • iOS, Android OS

  • Microsoft Office (O365)

  • Internet Browsers

  • Local Account Management

  • Installs and removals, Registry, Command line, Service management systems and System Management Tools

  • Windows Auto Pilot

  • MFA and Cisco VPN or other remote connectivity solutions

• Proficient with the following hardware:

  • Desktop / Laptop

  • iPad/iPhone

  • Android Phones/Devices

  • Printers

  • Cisco Video Conferencing equipment,

  • Cisco phones/Poly Phones

• Knowledge of wide area networks, TCP/IP, and home networking

Experience:

• 7+ years of related experience, 2 years minimum supporting C-Suite Executives in a financial institution

• Bachelor’s degree in computer science, business computing, or a related field, or equivalent combination of education, certification, and experience

• Experience with financial services, with front office support a plus

• Experience 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 software

• Strong and effective customer relationship management skills and process/practice experience

• Experience working with third-party service provider service delivery execution and business governance.

• Experience with ServiceNow ticketing system preferred, but not required

• Understands the importance and is vigilant with Cybersecurity matters

Salary Range: $100,000 - $110,000

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 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.