IT Deskside Support Technician; Level 2

Brookfield Renewable, as one of the core businesses under Brookfield Corporation, is one of the world’s largest owners, operators, and developers of renewable power, with $125 billion power assets under management. Our diverse portfolio of hydro, wind, solar, distributed energy, storage, and sustainable solutions extends across five continents, totaling over 46,000 megawatts of generating capacity. We use our operating capabilities, scale and global reach to develop and operate a high-quality clean energy portfolio in a responsible manner, helping accelerate the global transition to net zero.

At Brookfield Renewable, we attract and retain high-performing individuals who are interested in making an impact, driving meaningful change and being part of a fast-paced and collaborative environment. Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Together, we contribute to the success of one of the fastest growing and largest publicly traded, pure play renewable power platforms in the world while supporting decarbonization and greater energy sustainability to facilitate the global transition to a net-zero.

This Level 2 (L2) Deskside Support Technician provides on-site and remote technical support for end-user hardware, software, and connectivity issues that require hands‑on troubleshooting beyond the Service Desk (Level
1). The role resolves escalated incidents and service requests, completes device deployments and lifecycle activities, and partners with Infrastructure and Security teams to restore service quickly while maintaining a high-quality customer experience.

• Resolve escalated incidents and requests from Service Desk (L1) within defined SLAs; document troubleshooting steps and outcomes.
• Provide deskside and remote support for Windows/macOS laptops/desktops, printers, mobile devices, peripherals, and meeting‑room/AV equipment (as applicable).
• Diagnose and remediate hardware, OS, and application issues (performance, boot errors, drivers, profile issues, malware indicators, etc.).
• Support user access and connectivity:
  Wi‑Fi, VPN, network ports, multifactor authentication issues, and basic LAN troubleshooting; coordinate with Network/Systems teams for advanced issues.
• Perform device imaging/build, staging, deployments, and refreshes; manage loaner pools and accessories; coordinate hardware repairs/warranties with vendors.
• Account and endpoint administration tasks per policy (e.g., password resets escalations, device enrollment, Bit Locker recovery, software installs) using approved tools and least‑privilege access.
• Manage and troubleshoot endpoint management and security controls (e.g., Intune/SCCM, antivirus/EDR) and escalate suspected security incidents to the Security team.
• Maintain accurate asset records (CMDB/asset system), including device assignments, warranty status, and lifecycle updates.
• Mentor and support the Service Desk (L1) team through coaching, shadowing, and knowledge transfer; review escalations for completeness, provide troubleshooting guidance, and share best practices to improve first‑contact resolution.
• Lead or contribute to short enablement sessions for L1 (e.g., new procedures, recurring issues, tool changes) and ensure knowledge articles/runbooks are kept current and usable by the Service Desk.
• Identify problem trends, contribute to root‑cause analysis, and recommend permanent fixes; participate in change/maintenance activities.
• Provide white‑glove support for executives/VIP users (if required) and support onboarding/offboarding technology tasks.
• Participate in on‑call rotation and/or after‑hours support as required; ensure timely handoffs and communication.

• 5+ years of hands‑on IT end‑user support experience (deskside, field support, or advanced service desk), including ticket‑based incident/request management.
• Strong troubleshooting skills across endpoint hardware, Windows 11, Microsoft 365 apps, Outlook/Teams, and majority of business applications.
• Experience with user and device administration in at least one of:
  Active Directory, Azure AD/Entra ,…