Technical Support Specialist
2 weeks ago
Location
Calgary - 4906 Richard Road SW
Our Company
At Brookfield Properties, the foundation of our success is firmly rooted in our people.
Our company is comprised of experts across a range of specialties who share a goal of ensuring our properties are continuously evolving to meet the needs of our communities and stakeholders. To meet this goal, we hire visionary, entrepreneurial talent who help us innovate and enhance our business. We build collaborative teams who value integrity, creativity and diversity.
Our teams operate an iconic portfolio of irreplaceable properties within the world’s most dynamic markets. As one of the largest real estate services companies, we provide management and development expertise exclusively for properties owned by Brookfield Asset Management.
Job Description
**Responsibilities**:
- Provide comprehensive end-user support in an environment structured around 35% phone support, 55% off-phone tasks, 5% project involvement, and 5% training and development.
- Service Desk shifts: 7:00 AM-4:00 PM, 8:00 AM-5:00 PM, and 8:30 AM-5:30 PM.
- Deliver remote support using industry-standard tools to resolve technical issues efficiently.
- Create and maintain knowledge base articles, incident categorizations, and virtual agent content within ServiceNow.
- Provide extensive hardware and software support for Windows 11, iOS, Android, Lenovo, Mac OS, and Office 365 in conjunction with tools like Dell TechDirect.
- Utilize ServiceNow for full lifecycle management of Incidents and Requests, ensuring thorough documentation and knowledge sharing.
- Gather and analyze data to inform technical decisions and recommend practical solutions to improve system performance.
- Engage with external vendors for escalated issue resolution beyond internal support capabilities.
- Provide technical support for companywide meetings, events, and conferences to ensure seamless execution.
- Monitor ServiceNow trends and resolution history to identify and recommend preventative measures.
- Contribute to a culture of innovation by proactively identifying opportunities to optimize the user support experience.
Qualifications
- High School Diploma or GED required.
- Minimum of 2 years of experience in an IT support role.
- Experience working in a call queue environment is a plus.
- Familiarity with ServiceNow preferred.
- Demonstrated understanding of IT concepts and processes within an ITIL framework.
- Self-motivated with strong problem-solving skills and the ability to adapt in dynamic, fast-paced environments.
- Strong interpersonal skills with an emphasis on active listening, communication, and user rapport-building.
- Proven ability to collaborate effectively across technical teams and resolver groups.
- Excellent verbal and written communication skills.
- Commitment to representing the IT department professionally and positively in all business interactions.
- General awareness of cybersecurity best practices and ability to provide basic guidance to end users.
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