Application Support Technician

Osler Hoskin & Harcourt LLP is one of Canadas leading business law firms. Advising many of Canadas corporate leaders as well as U.S. and international parties with extensive interest in Canada our more than 1000 firm members are based in offices in Toronto Montral 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.

Reporting to the Manager End User Support the Application Support Technician is responsible for providing assistance guidance and technical support to internal customers in the operation maintenance and troubleshooting of the Firms computer systems software and hardware. The successful incumbent will work as part of a Service Desk team functioning as the first point of contact for end users to report computer hardware application software and desktop technology related inquiries and problems. The incumbent will provide computer hardware and software support solutions in accordance with the Firms troubleshooting procedures and customer service standards

Major Responsibilities

• Receives requests for service via telephone and email from end users in the Firms Toronto Ottawa Calgary Montreal and New York offices
• Provides computer support to end users troubleshooting application software issues as well as PC hardware and printer issues LAN/WAN issues imaging offsite computer users boardroom AV equipment etc.
• Analyzes defines and researches the end users problem identifies root cause and implements/recommends solutions to appropriately resolve issue to the end users satisfaction
• Provides appropriate escalation of support requests for expedient resolution
• Follows the Firms established service standards to ensure consistent quality service is provided to internal customers
• Logs end user requests and troubleshooting in a database system to track history and successful solutions for future reference
• Identifies recurring problems/trends; notifies and works with team to reach root cause solutions
• Provides guidance and problemspecific training to Firm users on the use of computer hardware application software and desktop technology
• Performs upgrades on equipment software application installations and maintenance as well as hardware configuration
• Provides home and remote computer support as well as installations for Firm users as requested
• Works rotating day and evening shifts; provides 24/7 afterhours support to Firm users which requires carrying an OnCall phone (on a weekly/monthly rotating schedule)
• Abides by Firm policies including the policy on confidentiality; maintains confidentiality of all computerbased information related to the Firm its clients and its employees
• Performs other duties as required

Position Requirements

Education and Experience

College diploma in a computerrelated discipline. Successful completion of the Microsoft Certified Professional or similar training with a minimum of one year experience in a technical customer service or help desk role. An equivalent combination of education training and experience may be acceptable

Knowledge and Skills

• Proficiency with Microsoft operating systems MS Office application software and other Firm application software and basic knowledge of networking technology
• Excellent verbal communication interpersonal and customer service skills
• Advanced analytical problem solving and troubleshooting skills
• Strong written communication skills and ability to document troubleshooting reference materials
• Flexibility to work rotating day and evening shifts with occasional weekends and Holiday shifts
• Willingness to carry pager 24/7 on rotating basis (i.e. one week per month)

We are currently working in a hybrid work arrangement which includes a requirement to work partially in the office.

Accessibility and Accommodation

We thank all applicants for their interest in Osler; however only chosen applicants will be contacted. Osler is committed to fostering a diverse and inclusive work environment and we welcome and encourage applications from people with disabilities and people with diverse backgrounds identities and cultures. Accommodations are available upon request for candidates in all phases of the selection process.

Background and Reference Checks

Please note that any offer of employment will be conditional upon background and reference checks including a criminal record check credit check and employment and educational verifications.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canadas leading law firms please reply in confidence with a cover letter and rsum by the closing date.

No agencies or phone calls/emails please.

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Required Experience:

IC