Application Support Technician

Osler Hoskin & Harcourt LLP is one of Canadas leading business law firms with over 1300 team members based in offices in Toronto Montréal Ottawa Calgary Vancouver and New York. Osler advises many of Canadas corporate leaders as well as U.S. and international parties with extensive interest in Canada.

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 Vancouver office. Reporting to Director Talent & Operations the Application Support Technician 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 part of a team functioning as the first point of contact for end users to report computer hardware application software and desktop technology related inquiries and problems. They will provide computer support solutions in accordance with the Firms troubleshooting procedures and customer service standards.

Major Responsibilities

• Receives requests for service via telephone e-mail Teams and in-person from end users in the Firms Vancouver office.
• Provides 1st and 2nd level computer support to end users troubleshooting application software issues as well as PC hardware and printer issues LAN/WAN issues imaging off-site computer users Telephone A/V Equipment and computer moves.
• Assists with internal and client-facing events by arranging A/V (audio-visual) support.
• Assists other team members in offices across the country in troubleshooting intermediate to complex technical issues.
• 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 information concerning Service Desk calls into a database 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.
• Provides 1st level guidance and problem-specific 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.
• 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 day and evening shifts with occasional weekends and Holiday shifts.
• Performs other duties as required.

Position Requirements

Education and Experience

• College diploma in a computer-related discipline.
• Minimum 3 years of direct experience.
• Experience providing technical/service desk support in a professional service 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 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 ability to document troubleshooting reference materials.

Compensation:

Theâtypical hiring salary range for this position is $55000 - $75000 annually; the base pay offered may vary depending on job-related knowledge skills experience internal and market equity.

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.

Required Experience:

IC