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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 position is focused on ensuring Brookfield Australia staff have access to a modern and reliable IT infrastructure. The Technical Support Specialist is part of the global Technology Services team and is a key point of contact for staff on all IT-related matters.

The Technical Support Specialist creates a conduit between staff and the various internal and external IT support providers, creating a seamless IT experience for all staff. The Brookfield technology environment is highly outsourced, so strong communication and vendor engagement skills are essential.

The Technical Support Specialist will provide a high level of technical IT support to staff, supporting a wide range of IT services including but not limited to:

  • PC and Mac hardware and software
  • Mobile devices and MFA
  • Video Conferencing and Software
  • Office 365 applications and basic network support

The Technical Support Specialist will also work directly with internal team members, TS clients, vendors, and suppliers, and will contribute to continuously improve the end-user experience and be approachable and easily accessible by staff.

From time to time, some remote desktop support may be required for staff outside of head office.

The Technical Support Specialist role may be required to work during non-business hours and on weekends. Travel may also be required.

Responsibilities:
  • Subject Matter Expert for all matters related to desktop IT computing (hardware, software, services)
  • Troubleshooting various IT technical issues relating to (but not limited to) desktop hardware and software, mobile devices, printing, network connectivity, Windows, Office 365, OneDrive for Business, SharePoint, and other common desktop applications
  • Managing workload through the IT Service Management toolset (creating, updating, and closing of incident tickets and service requests)
  • Ensuring all issues and escalations from staff are addressed in a timely fashion through effective follow-up, tracking, and adherence to SLAs
  • Escalation of 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
  • Updating and maintenance of IT system documentation as required
  • Identifying areas for system or process improvement
  • Assist TS and their partners with onsite support (new implementations, relocations, upgrades, resolution of incidents, etc.)
  • Tracking end-user systems and device inventory and ensuring the CMDB is up to date
  • Educating 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 organisation, 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 organisation
  • 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