Application Support Technician Job Ottawa area,Ontario Canada,IT/Tech

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York. Osler prides itself on attracting and maintaining some of the brightest talent in the legal arena.

Our lawyers, students, management and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas. Osler is a dynamic and exciting place to further your career or carve out a new path.

Osler is currently recruiting for an Application Support Technician in our Ottawa office. Reporting the Senior Manager, Talent Management & Operations, the Application Support Technician role is responsible for providing technical support and other assistance to internal customers in the operation, maintenance and troubleshooting of the Firm’s computer systems, software and hardware. The successful candidate will work as the first point of contact for end users to report computer hardware, application software and desktop technology related inquiries and problems.

This role will provide computer support solutions, troubleshooting procedures, customer service standards, while abiding by all Firm policies including the policy on confidentiality; maintaining confidentiality of all computer-based information related to the Firm, its clients, and its employees.

Please note, this is an on-site role working in the office.

This is an existing position which has been posted internally and externally.

Major Responsibilities:

Receives requests for service via telephone, e-mail, Teams and in-person from end users in the Firm’s Ottawa office.

Provides 1st and 2nd level computer support to end users, troubleshooting application software issues as well as PC hardware and printer issues, imaging, off-site computer users, telephone, and computer moves

Performs A/V equipment setup to support virtual trials and other client and/or internal meetings

Performs basic network cabling and network/server installation

Analyzes, defines, and researches the end user’s problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user’s satisfaction

Provides appropriate escalation of support requests for expedient resolution

Follows the firm’s established services to ensure consistent quality service is provided to internal customers

Logs information concerning Service Desk calls into a ticket tracking system to track history of calls and successful solutions for future reference purposes

Identifies recurring problems/trends; notifies and works with team to reach root cause solutions

Performs upgrades on equipment, software application installations and maintenance as well as hardware configuration

Support setup and integration of Firm owned and personal mobile devices with Firm’s management system

Manage distribution of building access proximity cards for staff and visitors

Provides home and remote computer support as well as installations for Firm users as requested

Abides by Firm policies including the policy on confidentiality; maintains confidentiality of all computer-based information related to the Firm, its clients, and its employees

Flexibility to work daytime and evening shifts with occasional weekends and Holiday shifts as required

Performs other duties as required

Position Requirements

Education and Experience

College or university accreditation in technology related field

Experience in a service desk or other technical support role in a professional services environment

An equivalent combination of education, training and experience may be acceptable

Knowledge and Skills

Proficiency with Microsoft operating systems and MS Office Suite

Basic knowledge of networking technology including Wi-Fi, Citrix and VPN

Knowledge of PC imaging and deployment procedures

Knowledge iPhone/Android mobile devices

Excellent verbal communication, interpersonal and customer service skills

Advanced analytical, problem solving and troubleshooting skills

Strong written communication skills and…


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