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.

Osler is currently recruiting for an Application Support Technician in our Ottawa office. Reporting to 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 Firms 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 computerbased information related to the Firm its clients and its employees.

Work Location: Onsite

Major Responsibilities:

• Receives requests for service via telephone email Teams and inperson from end users in the Firms Ottawa office
• Provides 1^st and 2^nd level computer support to end users troubleshooting application software issues as well as PC hardware and printer issues imaging offsite computer users telephone and computer moves
• Conducts 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 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 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 Firms 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 computerbased 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 WiFi Citrix and VPN
• Knowledge of PC imagine 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 ability to document troubleshooting reference materials

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.

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Required Experience:

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