Technical Support Specialist

3 months ago

Sydney, Australia Brookfield Asset Management Full time

Job Description

About the Role:

This role is primarily focused on ensuring Brookfield Australia staff have access to a modern and reliable IT platform. The Technical Support Specialist is part of the global Technology Services team andisafocalpointforstaffonallITrelatedmatters. The TechnicalSupport Specialistcreatesaconduit 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 important.

The Technical Support Specialist will provide a high level of technical IT deskside support to staff, supporting a wide range ofIT services including but not limited to:PC, Mac, mobile devices, MFA, Video Conferencing, Software, Office 365 applications and basic network support. The Technical Support Specialist will also workdirectly with internal team members, TS clients, vendors, and suppliers,andwillcontributetocontinuouslyimprovetheenduserexperienceandbeapproachable and easily accessible by staff.

Fromtimeto time,some remotedesktopsupportmay be requiredforstaff outside ofheadoffice.

TheTechnicalSupport Specialistrolemay berequiredtoworkduringnon-businesshoursand on weekends. Travel may also be required.

The Responsibilities of the role includes:

SubjectMatterExpertforallmattersrelatedtodesktopITcomputing(hardware,software, services). TroubleshootingvariousITtechnicalissuesrelatingto(butnotlimitedto)desktophardwareand software, mobile devices (iOS), printing, network connectivity, Windows, Office 365, OneDrive for Business, SharePoint, and other common desktop applications. ManagingworkloadthroughtheITServiceManagementtoolset(creating,updating,andclosing of incident tickets and service requests). Ensuringallissuesandescalationsfromstaffareaddressedinatimelyfashionthrougheffective follow up, tracking, and adherence to SLAs. EscalationofrisksandissuesasappropriatetoTechnologyServicesmanagementteam. ManageownworktomeetKPIs/SLAs,ensuringconsistentandexceptionalcustomer service is provided for stakeholders at all levels. UpdatingandmaintenanceofITsystemdocumentationasrequired. Identifyingareasforsystemorprocessimprovement. AssistTSandtheirpartnerswithonsitesupport(newimplementations,relocations, upgrades, resolution of incidents, etc.). TrackingendusersystemsanddeviceinventoryandensuringtheCMDBisuptodate. Educatingstakeholdersontheuseofendusercomputinghardwareandsoftware.

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.

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