- Company Name
- Brookfield Properties
- Job Title
- Technical Support Specialist
- Job Description
-
Job title: Technical Support Specialist
Role Summary:
Provide comprehensive end‑user support for enterprise applications and hardware (Windows 11, Office 365, iOS, Android, macOS, Lenovo, Dell TechDirect) within a 35 % phone and 55 % off‑phone service‑desk environment. Deliver remote and on‑site troubleshooting, maintain ServiceNow for incident and request lifecycle, develop knowledge‑base content, analyze performance data, and identify automation opportunities to improve user experience.
Expactations:
- Resolve technical issues promptly within agreed SLA timelines.
- Document all support interactions accurately in ServiceNow.
- Continuously expand self‑knowledge of enterprise platforms and emerging tools.
- Communicate clearly with users, vendors, and technical teams.
- Participate in proactive process improvements and training activities.
Key Responsibilities:
1. Provide phone, chat, and remote support for 35 % of daily workload.
2. Handle 55 % of tasks off‑phone: hardware, software installs, user onboarding, configuration changes.
3. Manage 5 % of time on projects and 5 % on training.
4. Use ServiceNow to record, categorize, and close incidents/requests.
5. Create and maintain knowledge‑base articles, virtual‑agent content, and troubleshooting guides.
6. Deliver support for Windows 11, Office 365, iOS, Android, macOS, Lenovo, and Dell TechDirect.
7. Gather and analyze support data to recommend performance or process enhancements.
8. Assess hardware/software compatibility for upgrades and rollouts.
9. Escalate complex issues to vendors and coordinate resolution.
10. Provide technical assistance for company‑wide meetings, events, and conferences.
11. Monitor ServiceNow trends and resolution history to propose preventive measures.
Required Skills:
- Core IT support (troubleshooting, diagnosis, fault isolation).
- Proficiency with ServiceNow (incident, request, knowledge‑base).
- Windows 11, Office 365, iOS, Android, macOS, Dell hardware platforms.
- Remote support tools (screen‑sharing, remote desktop).
- Basic ITIL processes and best practices.
- Data collection and analysis for performance improvement.
- Vendor coordination and escalated issue handling.
- Strong verbal and written communication.
- Active listening, empathy, and user rapport‑building.
- Self‑motivation, problem‑solving, and adaptability to fast‑paced environments.
- Awareness of cybersecurity fundamentals and user guidance.
Required Education & Certifications:
- High School Diploma or GED.
- Minimum 2 years of IT support experience (call‑queue experience preferred).
- Familiarity with ServiceNow and ITIL concepts desired.