It Service Desk Engineer (Level 2)

IT Service Desk Engineer (Level 2) Toronto

About the Role

The IT Service Desk Engineer is the first point of contact for users to log issues, requests and questions regarding end-user computing issues, telecommunications, networks, and in-house applications. Candidates for this position will be expected to deliver and maintain a high level of customer service and have a strong commitment to resolving support issues efficiently and professionally.

The successful candidate must be available to travel to other Canadian offices when required.

Main Responsibilities:

• Responding to incoming calls, self-serve calls and emails to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
• Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
• Visiting other offices to assist with the delivery of IT projects or resolve specific IT issues, as required (subject to restrictions)
• Providing cover for absence within the team
• Working collaboratively with colleagues across the department and internationally, escalating incidents to the 3rd line team when they require additional expertise; or when they cannot be delivered in line with SLAs
• Communicating effectively with the IT Team Leader and other colleagues both in Canada and the UK
• Logging and updating calls on the IT Service Desk knowledge base promptly and accurately with the outcomes of problem investigations, diagnosis and solutions
• Configure, maintain, and troubleshoot application software, desktop operating systems, PCs, and associated peripherals. Install and configure end-user devices and maintain up-to-date images for various hardware platforms
• Contributing to the Change Management and Problem Management processes
• Responsible for maintenance of the asset inventory, including computer hardware, software, and peripherals such as printers, telephones, and other office technology.
• Delivering incoming service requests such as providing access to applications, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs

Technical Knowledge, qualifications and experience required:

• ITIL Foundation Certificate is desirable
• Knowledge and experience of iManage Worksite/Filesite, IP Phone Administration (BluArc), Mobile Device Management and security products (antivirus, disk encryption, USB device control)
• Knowledge and experience of Microsoft operating systems, Active Directory and experience with Office 365 & Azure Administration (Exchange, Teams, SharePoint, etc.)
• Previous law firm or professional Partnership experience is preferred
• IT/Technical qualifications (ideally: Windows 10 MCDST certification, MOS and or MPSA certification, or similar)
• Experience of working in an ITIL environment
• Basic networking skills e.g. TCP/IP, DNS, DHCP and VPN
• Minimum of 3 years’ experience in a similar role
• Experience of SCCM & Deploying PC images.

Candidates will also be able to demonstrate:

• Good attention to detail
• Experience of working in a team-oriented, collaborative environment
• Strong communication skills – both written and verbal
• A self-motivated and proactive attitude
• A flexible and positive approach
• Ability to work in a high-pressure environment
• Commitment e.g., assisting with overtime and covering shifts
• Proven analytical and problem-solving abilities
• Excellent customer service and client-facing skills

This position is a Hybrid role and will require in office work approx 8 days per month.