Technical Support Specialist

Brookfield Asset Management’s Technology Services (TS) supports the enterprise infrastructure, applications, and end user technology needs across Brookfield business groups. In this role, you serve as the first line of support for end users, handling both deskside and remote requests while ensuring issues are owned through to confirmed resolution. The team values long-term thinking and alignment with Brookfield’s leadership attributes: Entrepreneurial, Collaborative, and Disciplined.

Technical Support Specialist is based onsite in Chicago, IL (110 North Wacker Drive, Suite 2700) and supports users across hardware, software, network connectivity, and core IT services. You will troubleshoot and document incidents and requests, collaborate with other TS teams for escalations, and contribute to improving service delivery through testing and rollout activities.

What you’ll do

• Provide first-line deskside and remote technical support for Brookfield end users.
• Take ownership of IT support incidents and requests from intake through confirmed resolution.
• Install, configure, maintain, and troubleshoot hardware, software, peripherals, AV equipment, and network connectivity.
• Support end users with basic technical training and guidance.
• Document incidents, resolutions, and workarounds in accordance with knowledge management standards.
• Represent Brookfield Technology Services professionally in all user interactions.
• Collaborate with other TS teams to resolve complex or escalated issues efficiently.
• Participate in testing and rollout of new desktop technologies and software.
• Assist and provide backup support to other deskside team members as needed.
• Support high-priority and complex technical issues, including escalations.

What you bring

• Working knowledge and application of ITIL framework and best practices.
• Experience supporting Windows 10/11 and macOS.
• Hands-on familiarity with Microsoft Office 365 and ServiceNow (SNOW).
• Experience with Active Directory, Microsoft Intune, and Azure AD.
• Networking experience including Remote access (MFA, Cisco VPN), TCP/IP, and WAN.
• Hardware support experience including desktops, laptops, iPads, iPhones, printers, and Cisco video conferencing systems.
• Server OS knowledge is an asset.
• 5+ years of relevant IT support experience.
• A Bachelor’s degree in computer science, Information Technology, or related field, or an equivalent combination of education, certifications, and experience.
• Financial services experience is preferred; front-office support is a plus.
• Proven ability to install, configure, and support both Windows and Mac environments.
• Strong customer service and relationship management skills.
• Experience working with third-party service providers and ticketing systems (including ServiceNow).
• Strong awareness and commitment to cybersecurity best practices.
• Accountability, professionalism, and detail-oriented documentation and follow-up.

Technology Services and role context

Technology Services (TS) delivers enterprise infrastructure, applications, and related end user technology services across all Brookfield business groups. This position supports those services by providing consistent, well-documented first-line help and coordinated escalation when issues require additional expertise.

Compensation and location

• Location: Chicago - 110 North Wacker Drive, Suite 2700 (onsite)
• Salary: USD 75,000 - 85,000 per year
• Compensation structure: base salary plus a short-term incentive program (cash bonus), with cash compensation varying by geography to remain market competitive.

Technology tools you may work with

• ITIL
• Windows 10, Windows 11, macOS
• Microsoft Office 365
• ServiceNow (SNOW)
• Active Directory, Microsoft Intune, Azure AD
• MFA, Cisco VPN, TCP/IP, WAN
• Cisco video conferencing systems