Technical Support Specialist

Dentons•Ottawa, ON

3d•CA$65,000 - CA$75,000•Onsite

About The Position

Dentons Canada LLP is currently recruiting for a Technical Support Specialist for our Ottawa office. The Technical Support Specialist provides world-class client service and technical support. The Technical Support Specialist plays a critical role in supporting our clients' IT needs with a "white glove" approach. The position will report directly to the Technical Support Lead.

Requirements

5+ years in End User Support experience.
Strong oral and written communication and interpersonal skills
Ability to provide after-hours emergency support
Ability to interact with all levels of personnel as an advocate for user interest.
Willing to learn new technologies and work with the other members of the IT team to provide input on improvements to existing systems.
Robust knowledge of the entire Microsoft Office Suite, including 2016 & 365 as well as Windows 10 and 11 operating systems. Proficient in Active Directory
Experience with remote access technologies and software
Self-directed, independently motivated and able to work well with minimal supervision.
Proficiency in determining the causes of application errors and repairing them.
Associate's degree or equivalent experience required.
Professional appearance and presentation required

Responsibilities

Provide full range of IT support (Windows 11, Office 365, IManage, mobile devices) in line with "service excellence" and global standards to users in the Ottawa office, as required.
Respond to customer/user support needs, inquiries, and requests promptly and professionally.
Follow through on assignments and issues pertaining to internal customers.
Perform software/hardware installation and support.
Responsible for incident tracking and meeting SLAs in the Ottawa office and be responsible for resolving service desk tickets.
Ensuring that incident queue management goals are met.
Ability to work through complex problems and multitasking.
Act as point of contact for the Ottawa office related IT needs and communicate with firm-wide IT staff, IT Client Services management, and local Office Management as necessary.
Act as an escalation point for any problems in the Ottawa office to resolve and work with firm-wide IT staff and Client Services management to resolve.
Work closely with the local Office Management to assist in Client meetings and Audio-Visual setups in the Edmonton office.
Work with the TSS Lead and other IT teams to continually improve the service offered in the Ottawa office.
Willing to learn new technologies and work to improve existing technology operations.
Responsible for following Dentons imaging procedures as well as inventory, resource and asset management in the Ottawa office.
Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally and responsible for move, add and change requests for the Ottawa office.
Adhere to all local and regional IT operational standards and procedures.
Other duties, as assigned, to fully meet the requirements of the position.
On call rotation required.
Fluency in English and French as the role includes providing support and service to Firm members across all six Canadian offices (written and oral)