Technical Support Analyst
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Position Overview
The Technical Support Analyst is responsible for providing day-to-day technical support to end-users while providing optimal service to the firm.
Key Accountabilities
- Respond to help desk calls emails walk-in requests and provide one-on-one support to end-users within established SLAs.
- Provide desk-side support as required for calls that cannot be resolved over the phone.
- Responsible for the entry of service requests incidents and resolutions into the Service Management software while following existing procedures.
- Resolve incidents and problems using remote access software within established SLAs.
- Escalate incidents and problems that cannot be resolved over the phone or through remote access using appropriate escalation procedures.
- Record and maintain documentation and solutions stored in the internal knowledgebase.
- Provide and support laptops and mobile devices for end-users as required.
- Available during evenings and weekends to provide off-hours support on a rotational basis.
Attributes & Experience
- Post-secondary degree or diploma in Technology or equivalent experience to successfully complete the essential requirements of the role.
- 3 year experience in a helpdesk or client support role preferably within a law firm or professional services firm.
- Proficient in MS Office product suite.
- Experience with ITIL an asset.
- Bilingual (French and English) an asset.
- Strong client service orientation combined with the ability to manage multiple client needs at the same time.
- Excellent troubleshooting and problem-solving skills to resolve technical and PC related problems.
- Excellent communication skills (verbal and written) with the ability to interact with individuals at all levels within the organization.
- Strong interpersonal skills with the ability to work well both independently and collaboratively within a team environment.
- Strong organizational and time management skills to effectively prioritize and meet deadlines with minimal supervision.
- Sound judgment including the ability to deal with confidential information with utmost discretion.
- Determined with a can-do hands-on approach; driven by delivery and end-results.
- Flexibility to work rotational shifts.
Additional information
This position is part of our hybrid work model with 4 days in the office per week. As part of our onboarding new hires are required to be in the office more often for the first few months of employment to ensure they receive the requisite cross training.
This job posting is for an existing vacancy.
Salary will be determined based on the candidates skills experience and qualifications.
We are committed to leveraging innovative tools to enhance our recruitment process. As part of this we use AI-powered tools to assist in the initial stages of candidate shortlisting and screening. These tools help us evaluate applications more efficiently and consistently by focusing on qualifications experience and skills relevant to our roles. Although we use this technology all applications are reviewed and decisions made by our Human Resources team to ensure fairness and alignment with our firm policies. If you have any questions or concerns about this process feel reach out to us at.
Posted Min Pay Rate
Posted Max Pay Rate
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
