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Technical Support Specialist

2 months ago

Sydney, New South Wales, Australia Brookfield Investment Management Australia Pty Ltd Full time
About the Role

This is a challenging and rewarding role that requires a high level of technical expertise and excellent communication skills. As a Technical Support Specialist, you will be responsible for providing technical assistance to staff across the organization, ensuring that they have access to a modern and reliable IT platform.

The successful candidate will be part of the global Technology Services team and will be a focal point for staff on all IT-related matters. You will create a conduit between staff and the various internal and external IT support providers, creating a seamless IT experience for all staff.

Key Responsibilities

  • Provide technical IT deskside support to staff, supporting a wide range of IT services including PC, Mac, mobile devices, MFA, Video Conferencing, Software, Office 365 applications, and basic network support.
  • Work directly with internal team members, TS clients, vendors, and suppliers to continuously improve the end-user experience.
  • Manage workload through the IT Service Management toolset, creating, updating, and closing of incident tickets and service requests.
  • Ensure all issues and escalations from staff are addressed in a timely fashion through effective follow-up, tracking, and adherence to SLAs.
  • Escalate risks and issues as appropriate to Technology Services management team.
  • Manage own work to meet KPIs/SLAs, ensuring consistent and exceptional customer service is provided for stakeholders at all levels.
  • Update and maintain IT system documentation as required.
  • Identify areas for system or process improvement.
  • Assist TS and their partners with onsite support (new implementations, relocations, upgrades, resolution of incidents, etc.).
  • Track end-user systems and device inventory and ensure the CMDB is up to date.
  • Educate stakeholders on the use of end-user computing hardware and software.

About You

  • Technical certifications (A+, MCP, MSCA, etc.).
  • Bachelor's degree in computer science, business computing, or an IT-related discipline, or equivalent certification and experience.
  • ITIL certification desirable.
  • An outcome and delivery-focused IT professional with at least 5 years' experience working in a service desk, desktop, or technical support role.
  • Experience in a related role that requires timeliness, excellent customer service, self-management, and organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support end-user services offerings.
  • Strong technical desktop support skills.
  • Strong infrastructure support skills.
  • Excellent presentation and interpersonal skills (verbal and written communication, etc.).
  • Demonstrated ability to work under pressure and drive solutions within tight timelines.
  • Self-management & integrity. Works well individually as well as in a team.
  • Time management skills, ability to meet deadlines and multi-task.
  • Comfortable working within a matrixed organization.
  • Strong stakeholder management skills, including those of external service providers.
  • Strong problem-solving and ownership mentality (a 'can-do' attitude).
  • Ability to build and maintain a proactive, client-centric orientation with key stakeholders.
  • Demonstrated experience in supporting C-Suite employees onsite and remotely during travel periods.