Reporting to the Support Team Lead and the Manager of Information Technology, the successful candidate will be responsible for providing support to the end users for all standard applications, hardware provisions and a mix of intermediate networking/infrastructure support. The role is a combination of remote email, telephone and firm support. The individual will work with a group of IT staff members located across the firm’s multiple offices and escalate issues to other IT staff as required.
The successful candidate will be able to tactfully address difficult situations and perform under high-stress conditions, build effective working relationships both inside and outside the department, communicate technical information (orally and in writing) to non-technical staff, and coordinate and interact with end-users to resolve system malfunctions and usage difficulties.
Providing Level II support for over 600 users across multiple offices
Providing on-site network/system assistance when requested by the Systems Department
Record, track and document the service desk request problem-solving process, including all decisions made, and actions taken through to final resolution or escalation to other team members if required
Perform post-resolution follow-ups to requests
Ensuring that all customer details are logged and tracked in the corporate ticketing system
Imaging and deploying notebooks & desktops
Administration of mobile devices for users, involving setup and troubleshooting for corporate email access
Documentation of procedures for routine tasks / updating existing documentation
Test software and follow developed procedures for deployments with IT team
Monitor systems for acceptable performance and user accessibility
Troubleshoots and resolves mid-level system hardware, software and communication problems that may require adjustments to configurations
Administration of Active Directory, user accounts, machine accounts etc.
Maintain a high-quality customer service approach when communicating with users to resolve issues in a timely fashion
Assist with moves/replacements/changes of stations and network users
Responsible for local desktop hardware, setup and maintenance
Microsoft SCCM knowledge for administration and configuration of assets as needed
Team based project work as required
Afterhours work may be required at times
Other duties as required
5-7 or more years working experience in a IT Support role
Microsoft Office 2010/2013, Office 2016, Office365 experience required
Microsoft Windows 7 / Windows 10
Knowledge of Xerox, Canon, HP, Lexmark printers
Mobile device experience, Android / Blackberry / iPhone
Excellent customer service skills
Excellent documentation skills
In-depth knowledge and ability to install, configure and troubleshoot Windows-based computer systems on a complex data network.
Understanding of principles and operating procedures for directories, policies, permissions and user account administration
Shoretel VoIP telephone system considered an asset
Service Desk + / Ticketing System experience considered an asset
Cisco Meraki administration considered an asset
Knowledge of Document Management Systems (Opentext & iManage) considered an asset
Heavy lifting may be required up to 50 lbs.
Previous experience in a legal environment would be considered an asset