📍 Job Overview

Job Title: Technical Support Specialist
Company: Brookfield Asset Management
Location: Toronto, Ontario, Canada
Job Type: Full-Time
Category: IT Support & Services
Date Posted: April 7, 2025
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Provide first-line technical support to Brookfield users across various business groups
Collaborate with cross-functional teams to maintain and enhance end-user experience
Troubleshoot and resolve hardware, software, and network issues for Windows and Mac users
Offer technical training and education to end-users
Contribute to knowledge management by documenting past incidents and resolutions

📝 Enhancement Note: This role requires a strong customer service focus and the ability to work independently to resolve technical issues. Familiarity with financial services and front office support is a plus.

💻 Primary Responsibilities

User Support: Provide exceptional deskside and remote support to Brookfield users, ensuring timely resolution of IT support requests and problem tickets
Hardware & Software Support: Install, configure, maintain, and troubleshoot computer hardware, software, audio/visual equipment, networks, printers, and computer peripherals
Technical Training: Offer technical training and support to end-users, encouraging user adoption of new technologies and software
Knowledge Management: Ensure past incidents and resolutions are documented appropriately according to knowledge management standards
Collaboration: Work closely with other team members to provide efficient, full-service support and contribute to continuous service improvement
Backup & Support: Assist, encourage, and serve as a backup to other team members, fostering a collaborative work environment

🎓 Skills & Qualifications

Education: Bachelor's degree in computer science, business computing, or a related field, or equivalent combination of education, certification, and experience

Experience: 5+ years of related experience in IT support, customer service, or a similar role

Required Skills:

Proficient in Windows 10 & 11, Microsoft Office (O365), and internet browsers
Knowledge of local account management, registry, command line, service management systems, and system management tools
Experience with MFA (Microsoft Authentication) and VPNs
Familiarity with desktop/laptop, iPad/iPhone, Android devices, printers, and Cisco video conferencing equipment
Strong customer relationship management skills and process/practice experience
Experience working with third-party service providers and service delivery execution
Understanding of the importance of cybersecurity and vigilance in maintaining secure practices

Preferred Skills:

Experience with financial services and front office support
Knowledge of wide area networks (SDWAN), TCP/IP, and server OS
Experience with ServiceNow ticketing system

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of providing exceptional user support and resolving technical issues
Showcase problem-solving skills and the ability to work independently to troubleshoot and resolve complex problems
Highlight any experience with financial services, front office support, or working with third-party service providers

Technical Documentation:

Provide examples of well-documented past incidents and resolutions, demonstrating attention to detail and commitment to knowledge management
Share any relevant certifications or training in IT support, customer service, or related fields

💵 Compensation & Benefits

Salary Range: The salary range for this role is CAD 70,000 - CAD 90,000 per year, based on industry standards for IT support specialists in Toronto, Ontario

Benefits:

Comprehensive health, dental, and vision care plans
Retirement savings plan with company matching contributions
Employee stock purchase plan
Generous time off and flexible work arrangements
Employee discounts and perks

Working Hours: Full-time, Monday to Friday, with potential for night and weekend work as required

🎯 Team & Company Context

Company Culture: Brookfield Asset Management is a global alternative asset manager with a unique and dynamic culture. They seek team members who have a long-term focus and whose values align with their Attributes of a Brookfield Leader: Entrepreneurial, Collaborative, and Disciplined.

Team Structure:

The Technical Support team is part of the Technology Services (TS) group, which delivers enterprise infrastructure, applications, and related end-user technology services across all Brookfield business groups
The team consists of deskside technicians, team leads, and managers, working collaboratively to maintain and improve the end-user experience for approximately 6,500 users

Development Methodology:

Brookfield follows ITIL (Information Technology Infrastructure Library) methodology for IT service management
The team uses ServiceNow for incident, problem, and change management
Collaboration and knowledge sharing are encouraged to ensure continuous service improvement

Company Website: Brookfield Asset Management

📈 Career & Growth Analysis

IT Support Career Level: This role is an intermediate to senior-level IT support position, requiring a strong foundation in troubleshooting and user support, as well as the ability to work independently and collaborate with cross-functional teams

Reporting Structure: The Technical Support Specialist reports to the Team Lead, Deskside, within the Technology Services group

Technical Impact: In this role, you will have a direct impact on the end-user experience for Brookfield users across various business groups, contributing to overall productivity and satisfaction

Growth Opportunities:

Technical Specialization: Deepen your expertise in specific technologies or areas of interest, such as networking, security, or software development
Team Leadership: Develop your leadership skills and take on a team lead or management role within the Technology Services group
Cross-Functional Collaboration: Work closely with other teams, such as software development or infrastructure, to gain a broader understanding of the technology stack and contribute to strategic decision-making

🌐 Work Environment

Office Type: Modern, collaborative office space in Brookfield Place, Toronto

Office Location(s): 181 Bay Street, Toronto, Ontario

Workspace Context:

Collaborative Environment: Work in an open, collaborative space with easy access to team members and resources
Technology: Utilize state-of-the-art hardware and software tools to provide exceptional user support and troubleshoot technical issues
Cross-Functional Interaction: Collaborate with various teams, such as software development, infrastructure, and design, to ensure seamless user experience and service delivery

Work Schedule: Full-time, Monday to Friday, with potential for night and weekend work as required to support Brookfield users across different time zones

📝 Enhancement Note: Brookfield Asset Management offers a dynamic and collaborative work environment, with opportunities for professional growth and development. The company values team members who are entrepreneurial, collaborative, and disciplined, and encourages a long-term focus on career development.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience, skills, and career goals (15-30 minutes)
Technical Assessment: A hands-on assessment of your troubleshooting and problem-solving skills, focusing on Windows and Mac operating systems, hardware, and software (60-90 minutes)
Behavioral Interview: A conversation to assess your customer service skills, communication, and teamwork (45-60 minutes)
Final Interview: A meeting with the hiring manager to discuss your fit for the role and the team, as well as any remaining questions (30-45 minutes)

Portfolio Review Tips:

Highlight your experience with user support, troubleshooting, and problem-solving, providing specific examples of challenges you've faced and how you resolved them
Showcase your customer service skills and ability to work collaboratively with cross-functional teams
Demonstrate your commitment to knowledge management and continuous learning

Technical Challenge Preparation:

Brush up on your Windows and Mac operating system knowledge, focusing on common issues and troubleshooting techniques
Familiarize yourself with Brookfield's technology stack and the tools used by the Technology Services group
Practice explaining technical concepts clearly and concisely, focusing on user-centric communication

ATS Keywords: IT support, user support, troubleshooting, problem-solving, customer service, Windows, Mac, hardware, software, collaboration, teamwork, knowledge management, ITIL, ServiceNow

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, customer service abilities, and cultural fit within the Brookfield team. By preparing thoroughly and focusing on your strengths, you can demonstrate your value as a Technical Support Specialist and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Operating Systems:

Windows 10 & 11
MacOS

Hardware:

Desktop/Laptop computers
iPad/iPhone devices
Android devices
Printers
Cisco video conferencing equipment
Teams phones

Software:

Microsoft Office (O365)
Internet browsers (Chrome, Firefox, Safari, Edge)
Local account management tools
Service management systems (ServiceNow)
System management tools
MFA (Microsoft Authentication)
VPNs

Networking:

Wide area networks (SDWAN)
TCP/IP
Server OS (desired)

📝 Enhancement Note: Familiarity with the technology stack and tools used by Brookfield's Technology Services group is essential for success in this role. By gaining a solid understanding of the operating systems, hardware, and software used by the team, you can demonstrate your value as a Technical Support Specialist and contribute to the overall success of the organization.

👥 Team Culture & Values

Brookfield Values:

Entrepreneurial: Brookfield encourages team members to take initiative, innovate, and drive results
Collaborative: The company fosters a culture of teamwork, knowledge sharing, and cross-functional collaboration
Disciplined: Brookfield expects team members to maintain high standards, follow processes, and focus on continuous improvement

Collaboration Style:

Cross-Functional Integration: Work closely with various teams, such as software development, infrastructure, and design, to ensure seamless user experience and service delivery
Code Review Culture: Contribute to knowledge management by documenting past incidents and resolutions, and leveraging the expertise of other team members
Knowledge Sharing: Encourage continuous learning and skill development by sharing your expertise with others and seeking out new opportunities to grow professionally

📝 Enhancement Note: Brookfield Asset Management's unique culture is built on the principles of entrepreneurship, collaboration, and discipline. By embracing these values and contributing to a positive work environment, you can thrive as a Technical Support Specialist and make a meaningful impact on the organization.

⚡ Challenges & Growth Opportunities

Technical Challenges:

User Support: Provide exceptional deskside and remote support to Brookfield users, often working with limited information and under tight deadlines
Troubleshooting: Diagnose and resolve complex hardware, software, and network issues, sometimes requiring creative problem-solving and outside-the-box thinking
Knowledge Management: Ensure past incidents and resolutions are documented appropriately, contributing to a comprehensive and up-to-date knowledge base for the Technology Services group
Emerging Technologies: Stay current with new technologies and trends in IT support, adapting your skills and knowledge to meet the evolving needs of Brookfield users

Learning & Development Opportunities:

Technical Skill Development: Deepen your expertise in specific technologies or areas of interest, such as networking, security, or software development
Conference Attendance: Attend industry conferences and events to network with other IT professionals and learn about emerging trends and best practices
Certification: Pursue relevant certifications to demonstrate your commitment to professional development and continuous learning
Technical Mentorship: Seek out mentorship opportunities from experienced team members to gain insights into their expertise and approach to IT support

📝 Enhancement Note: As a Technical Support Specialist at Brookfield Asset Management, you will face a variety of challenges and opportunities for growth. By embracing these challenges and seeking out new learning experiences, you can develop your skills and advance your career in the dynamic and collaborative environment of the Technology Services group.

💡 Interview Preparation

Technical Questions:

Windows & Mac Troubleshooting: Demonstrate your ability to diagnose and resolve common issues with Windows and Mac operating systems, hardware, and software
Networking: Explain your understanding of wide area networks (SDWAN), TCP/IP, and server OS, and how you would apply this knowledge to support Brookfield users
Problem-Solving: Walk through a real-life example of a complex technical challenge you've faced and how you approached it, highlighting your problem-solving skills and ability to work independently

Company & Culture Questions:

Brookfield Culture: Explain how your personal values align with Brookfield's Attributes of a Brookfield Leader: Entrepreneurial, Collaborative, and Disciplined
Teamwork: Describe your experience working collaboratively with cross-functional teams, and how you've contributed to a positive work environment
User Experience: Discuss your approach to providing exceptional user support and ensuring a seamless and satisfying experience for Brookfield users

Portfolio Presentation Strategy:

User Support Examples: Highlight specific examples of user support challenges you've faced and how you resolved them, demonstrating your ability to provide exceptional support and troubleshoot technical issues
Collaboration & Teamwork: Showcase your experience working collaboratively with cross-functional teams, emphasizing your ability to contribute to a positive work environment and drive results
Continuous Learning: Demonstrate your commitment to professional development and continuous learning, highlighting any relevant certifications or training you've pursued

📝 Enhancement Note: By preparing thoroughly for the interview process and focusing on your strengths, you can demonstrate your value as a Technical Support Specialist and increase your chances of success at Brookfield Asset Management.

📌 Application Steps

To apply for this Technical Support Specialist position at Brookfield Asset Management:

Customize Your Resume: Tailor your resume to highlight your relevant experience, skills, and achievements in IT support, customer service, and troubleshooting
Prepare Your Portfolio: Showcase your experience with user support, troubleshooting, and problem-solving, providing specific examples of challenges you've faced and how you resolved them
Research the Company: Familiarize yourself with Brookfield Asset Management's unique culture, values, and approach to IT support, and be prepared to discuss how your personal values align with the company's mission and goals
Practice Interview Questions: Prepare for the interview process by practicing common IT support and troubleshooting questions, as well as questions related to Brookfield's culture and values

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions about IT support, customer service, and troubleshooting. All details should be verified directly with Brookfield Asset Management before making application decisions.

Technical Support Specialist