Technical Support Specialist

Location

DC Office - 655 New York Avenue NW Suite 800

Business

At Brookfield Properties, our global network and relationships are here for our tenants and partners - wherever they are in the world. Where going to work never feels routine. We integrate commercial real estate with world-class shops, restaurants, and entertainment, creating spaces where work and play don't just coexist, but thrive. If you're ready to be a part of our team, we encourage you to apply.

Job Description

We Are Brookfield Properties

We are seeking a highly motivated individual to join the Brookfield Properties U.S. Office Division in Washington, DC. In this role, you will play a key part in inspiring change and continual improvement. If you are committed to excellence and ready to contribute to a dynamic culture, we would love to meet you.

Role & Responsibilities:

Coordinate with team members and 3rd party service support groups to effectively resolve incidents and service requests according to Brookfield.

Provide level 1.5 / 2 technical support and service for daily end-user computer operations and project efforts in a complex computing environment. Support a wide range of IT services including but not limited to PC, MAC, mobile devices, RSA token, Video Conference, software, and essential network support. Work with direct team members and Brookfield's employees and contributes to end-users improving the end-user experience. Will require working during non-business hours and on weekends on occasion.

• Follow standards and guidelines to install, configure, customize, troubleshoot, upgrade, and maintain Brookfield workstations, printers, wireless devices, handheld devices, and peripherals. Advocate understanding with Brookfield users on the benefits of the IT service provider model to help foster collaboration

• Provide quality service and takes ownership in resolving day-to-day incidents/triage and coordination of service requests; tracking and-user systems and device inventory resulting in a timely and efficient resolution to incidents/service requests evidenced by meeting Brookfield user needs, meeting or exceeding Brookfield SLA's and accurate data for asset management

• Proactively seeks information and utilizes creative problem-solving skills along with standard operating procedures

• Demonstrate relationship building, practical communication skills, and quality service in supporting, advising, and educating Brookfield users on end-user computing hardware

• Contribute to hardware, software, and service enhancements by identifying when established procedures are not working, and there are gaps in processes and recommending improvements.

• Develop and edit customer and technical support knowledge base documentation

• Involved in administering access control solutions for building management systems

• Travel to various locations outside of the corporate office

• Troubleshoot network performance issues, analyze the network traffic, and provide capacity planning solutions. Diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end-user training and support where required

• Demonstrate ability to establish and maintain effective relationships with Brookfield's management/employees and 3rd party vendors in a manner that consistently meets Brookfield's expectations for exemplary customer service

• Periodically moves boxes and computer equipment weighing up to 50 lbs

• Proactively manage and administer the various systems, including identity and access management, visitor management platforms, printing services, wireless access, the ITSM platform, and the interconnectivity of these multiple platforms.

• Provide timely resolution of client incidents and delivery of service requests

• Ensure the optimal health of supported systems by performing proactive maintenance.

• Regular reaffirmation of rights across provisioned systems by engaging appropriate stakeholders

• Identify opportunities to increase and streamline platform adoption

• Provide support for printers, network peripherals, badge management systems, conference room booking platforms, and associated integrations

• Document system configurations, processes, operational runbooks, and procedures to maintain an up-to-date knowledge base and ensure effective knowledge sharing among team members

• Perform routine system maintenance tasks, such as updates, patches, backups, and security enhancements

Your Qualifications

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

• Microsoft Office Suite: Word, Excel, Outlook, PowerPoint

• Experience in operating/ managing network switches, firewalls, routers, and Cisco IP phones

• ITIL Methodology

• High degree of familiarity with some or all the following technologies: Windows 10, Windows 7/8, OSX, iOS, Office 365, Intune, MS Azure Microsoft Office, One Drive, SharePoint, Internet Browsers, Local Account Management, Installs, and removals

• Ability to support a variety of end-user software like Adobe products and other in-house software

• Registry, Command line, Service management systems, System Management Tools, RSA, and Citrix Receiver

• High degree of familiarity with some or all the following hardware: Desktop / Laptop, Cloud Computing, Blackberry, iPad, iPhone, Android Phones, Printers, and Video Conferencing equipment

• Knowledge of wide area networks, TCP/IP, and Server OS is desired

• Experience in a related role requiring timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software

• Experience with ticketing systems Service Now/Solar Winds services desk

• Experience with cloud printing services

• MCSE, A+, Network+, Security+, CCNA, or other relevant certifications are a plus

• Hands-on experience with administering Windows Servers & Storage

• Advanced working experience with Windows OS setup, configuration, hardening, and deployment

• Strong network knowledge in IP networking, LAN/WAN, VPN, firewalls, allowlisting, DNS, DHCP, etc.

• Monitor and manage security controls, including identity and access management, SSO, data loss prevention, and threat detection

• Collaborate with IT team members to troubleshoot and resolve user issues related to Azure, Office 365, and cloud services

• Knowledge of ITIL principles and experience in IT service management

• Previous experience in configuring or administering building management systems is highly desired

• Demonstrate the ability to see issues from the customer's perspective, assess the urgency of requests, and respond accordingly

• Ability to communicate clearly and effectively both verbally and in writing, to differing audiences

Your Career @ Brookfield Properties:

At Brookfield Properties, your career progression is important to us. As a successful employee, you will have the opportunity to grow within your team, department, and across the Brookfield organization. Our leadership teams are dedicated to the accomplishments of their employees. We also invest time into training and developing our people. We take pride in knowing that 70% of our employees have more than 5 years of tenure.

End your job search and find your career today, at Brookfield Properties.

Why Brookfield Properties?

We imagine, create, and operate on a foundation of values to build a better world, together. Brookfield Properties strives to create spaces where going to work never feels routine. As a Brookfield Properties employee, you will enjoy many benefits such as 401K matching, tuition reimbursement, summer Fridays, paid maternity leave and more. There is also a generous employee referral program because we want our existing team members to help us build a more diverse workplace through their networks.

Brookfield Properties is an equal opportunity employer, and we foster an inviting, inclusive and collaborative environment.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

BPUS

At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 800 properties and 350 million square feet of real estate across the globe. It's a feat that wouldn't be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don't simply meet the needs of our tenants, residents, and communities - but exceed them, every day.