Application Support Technician (12 Month Contract)

Osler, Hoskin & Harcourt LLP•Toronto, ON

7d•CA$60,000 - CA$67,000•Onsite

About The Position

Reporting to the Manager, End User Support, the Application Support Technician is responsible for providing technical support to internal customers in the operation and of the Firm’s 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. This job posting is for an existing vacancy.

Requirements

Minimum of a college diploma in a computer-related discipline
Successful completion of the Microsoft Certified Professional designation or similar training
At least one year experience in a technical customer service or technical support role
Proficiency with Microsoft operating systems, MS Office application software
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 day and evening shifts with occasional weekend and Holiday shifts as needed

Nice To Haves

An equivalent combination of education, training and experience is acceptable.

Responsibilities

Works in the Toronto office full time, five days per week
Receives requests for service via Teams phone and e-mail from end users in the Firm’s Toronto, Ottawa, Calgary, Montreal and New York offices
Provides 1st level support to end users, troubleshooting application software issues as well as PC hardware and printer issues, LAN/WAN issues, scanning, off-site computer connectivity, technology deployment, etc.
Logs all information concerning service desk calls into a database system to track history of calls and successful solutions
Assists Application Support Technician in troubleshooting intermediate to complex technical support requests
Provides appropriate escalation of support requests for expedient resolution
Follows the Firm’s established service standards to ensure consistent quality service is provided to internal customers
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
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
Performs other duties as required