Technology Support Specialist

DWF•Calgary, AB

18h•Hybrid

About The Position

Join DWF's Technology Group and play a key role in delivering exceptional frontline IT support across a global business. As a Technology Support Specialist, you'll be the face of IT support, helping colleagues and clients resolve technical issues while contributing to the continuous improvement of technology services across the organisation. Working closely with the wider IT team, you will support business-critical applications, manage onboarding and offboarding activities, assist with technology projects, and help drive operational excellence across end-user technology services.

Requirements

A strong background and proven experience in a similar IT support role, preferably in a law firm or professional services environment.
Excellent communication skills, both written and verbal, with a customer service focused attitude.
Strong foundational technical skills, with the ability to learn and adapt to new technologies quickly.
Experience in providing technical support to users in a global and diverse environment.
Knowledge of Windows 11, MS Office Co Pilot, MS Teams, and Generative AI, or the willingness to learn.
Ability to work independently and as part of a team, with a proactive and problem-solving approach.
Flexible and adaptable, with the ability to work across different offices and locations, and travel as required.

Responsibilities

Resolve Level 1 and Level 2 incidents, service requests and technical issues in line with agreed service standards and SLAs.
Provide professional face-to-face support through the Tech Bar and other support channels.
Manage and triage Service Desk overflow calls, escalating issues where appropriate and ensuring positive user outcomes.
Diagnose recurring issues and conduct root cause analysis to improve service reliability.
Configure, deploy, maintain and troubleshoot laptops, desktops, mobile devices, printers and other endpoint technologies.
Support and administer Microsoft 365 technologies, including Teams, SharePoint Online, Exchange Online and Entra ID.
Provide support for business-critical applications and end users.
Assist with onboarding and offboarding activities, ensuring colleagues have the required equipment, access and accounts.
Deliver user guidance and training on technologies such as Microsoft Copilot and other workplace tools.
Support Microsoft Teams Rooms, video conferencing and audio-visual technologies.
Contribute to IT projects, including hardware refreshes, software deployments and system rollouts.
Create and maintain technical documentation, knowledge articles and user guides.
Collaborate with technology colleagues to share knowledge and improve IT services.