Technology Support Specialist

About Brookfield Properties

• Key Tower - 127 Public Square Business We believe home is more than a place to live.
• It’s where life happens; connections are made, and communities grow.
• That’s why we’re committed to creating welcoming places where our residents feel at home, and our people have the opportunity to make a meaningful impact.
• If you’re ready to be a part of our team, we encourage you to apply.

Responsibilities

• Position Summary The Technology Support Specialist for LyvWell Apartments provides day-to-day operational and technical support for property management and resident-facing technology platforms.
• This role is responsible for troubleshooting system issues, resolving support requests, documenting solutions, and coordinating with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences.
• Support Specialist acts as the first line of technical product support for internal teams, property teams, and residents.
• This position plays a key role in identifying technology issues, escalating defects, improving documentation, and supporting product adoption across the organization.
• Job Function Job Function #1: Ticket Triage & Issue Resolution (40%) • Triage, investigate, and resolve product support tickets across all channels (ticketing system, email, phone, Teams) • Diagnose and troubleshoot technology issues across property management platforms • Classify severity, impact, and priority to ensure timely resolution
• Job Function #2: Customer Support & Communication (30%) • Provide first-line configuration and onboarding support for property teams and residents • Communicate status updates, workarounds, and timelines to stakeholders • Deliver high-quality customer service in a fast-paced environment • Manage multiple requests while maintaining responsiveness
• Job Function #3: Documentation & Knowledge Management (15%) • Maintain and update system backups and recovery protocols • Document recurring issues and solutions • Support creation of internal documentation and troubleshooting guides • Perform regular tests and troubleshooting to ensure optimal network performance
• Job Function #4: Technology Support and Training (10%) • Assist with training materials, quick reference guides, and enablement sessions • Handle urgent and general day-to-day items that often arise • Collaborate with other IT professionals to strategize on infrastructure planning and design
• Job Function #5: Vendor Assistance & Tracking for Billing/Invoicing (5%) • Vendor contract and expense tracking via property management systems • Vendor support for technicians
• Supporting building and property technology systems — access control and credentialing, CCTV/surveillance, intercom and callbox, smart-home and IoT devices, and the network infrastructure these depend on; troubleshooting connectivity between field devices and their management platforms, and coordinating integration or installation work performed by vendors
• Supporting business and property telephony — VoIP/UCaaS platforms, Teams voice, call routing and hunt groups, moves/adds/changes, emergency line testing, and vendor-assisted troubleshooting 1-2 Years of experience in: Vendor management — logging and tracking support cases with technology vendors through closure, maintaining contract and renewal records, validating invoices against contracted terms, and recording expenses in a property management or procurement system - preferred

Requirements

Associate Degree in IT or tech certifications required

• Work experience 3-4 years of experience required in: Technology support in a ticket-driven environment — intake across multiple channels, triage, classification of severity/impact/priority, escalation to engineering or vendor queues, and documented resolution to SLA Supporting infrastructure/AV/Networking — user provisioning, permissions and configuration changes, onboarding new sites or user groups, and reproducing/reporting product defects
• Project coordination — tracking tasks, dependencies, and timelines for technology rollouts or upgrades across multiple sites; scheduling with property teams and maintaining status documentation - preferred
• 5-7 Years of relative work experience could offset the minimum educational requirements

Preferred

• Property management or resident-facing platforms (Yardi, RealPage, Entrata, or similar) - preferred

Pay

Commensurate with Experience $57,900 - 81,165 annually Great Incentives!

Benefits

• We care about the well-being and work-life balance of our valued associates!
• To show how much we care, we offer awesome incentives that include: Full benefits package
• Generous paid time off 401(k) with company match
• Growth and advancement opportunities
• Lucrative referral bonus program
• The Cleveland corporate office follows a hybrid work model that requires employees to be in the corporate office at least four days per week to foster collaboration, innovation, and team celebration.

Equal Opportunity Employer

Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. Drug free workplace #LI-JR1 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.