IT Infrastructure Support Expert

2 days ago

Sydney, New South Wales, Australia Brookfield Asset Management Full time

About the Role:

As an integral part of the global Technology Services team at Brookfield Asset Management, the Technical Support Specialist plays a pivotal role in ensuring seamless IT experiences for staff across the organization.

The ideal candidate will possess strong technical desktop support skills, excellent problem-solving abilities, and outstanding interpersonal skills. They will be responsible for providing top-notch technical assistance to staff, troubleshooting various IT-related issues, and working closely with internal teams, vendors, and suppliers to continuously improve end-user experiences.

The Technical Support Specialist will work directly with employees to resolve IT-related problems, from basic network connectivity issues to more complex software and hardware challenges. They will also collaborate with the IT Service Management toolset to effectively manage workload, create incident tickets, and adhere to service level agreements (SLAs).

A key responsibility of this role includes managing risk escalation processes, collaborating with the Technology Services management team, and maintaining accurate IT system documentation. Additionally, the Technical Support Specialist will be expected to identify areas for process improvement, track end-user system inventory, and educate stakeholders on computing hardware and software best practices.

We are seeking an experienced IT professional with at least 5 years' experience in a service desk, desktop, or technical support role. A Bachelor's degree in computer science or a related field is preferred, along with relevant certifications such as ITIL. Strong communication skills, attention to detail, and ability to multitask are essential qualities for success in this position.

Estimated Salary: $80,000 - $120,000 per annum

Key Responsibilities include:

  • Subject Matter Expertise in Desktop IT Computing (Hardware, Software, Services)
  • Troubleshooting Various IT Technical Issues Relating to Desktop Hardware and Software, Mobile Devices, Printing, Network Connectivity, Windows, Office 365, and Other Common Desktop Applications
  • Managing Workload through the IT Service Management Toolset (Creating, Updating, and Closing 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 On-Site Support (New Implementations, Relocations, Upgrades, Resolution of Incidents, etc.)
  • Tracking End-User System and Device Inventory and Ensuring the CMDB Is Up-to-Date
  • Educating Stakeholders on the Use of End-User Computing Hardware and Software

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