It Service Support Technician

About Davies

Davies is a top-tier Canadian law firm focused on high-stakes matters. With offices in Montreal, Toronto and New York, we are consistently at the centre of the most challenging deals and cases in Canada and abroad.

A position at Davies is more than just a job. When you join the firm, you will be welcomed by a team that places as much emphasis on supporting its people as it does on serving its prestigious clients. As such, we have created a collaborative environment where team members of all backgrounds feel appreciated and are encouraged to share their ideas while working alongside some of the brightest legal and business professionals who are eager to share their knowledge and experience.

About the Position

We are looking for an IT Service Support Technician reporting to the Director, IT End User Support & Infrastructure Services. Day to day the role is supervised by the assigned IT Service Support Lead. The role provides exceptional customer service and will be responsible for the maintenance of computer hardware, systems software, applications software and all configurations.

Primary Responsibilities

• Participate in training to continue to develop key functional and technical skills and improve business acumen
• Assists in the management of asset inventory
• Develop a general understanding of IT processes and policies as defined by the IT Service Management in order to respond to incoming customer inquiries
• Perform at a level that assists in attaining individual and team-level performance measures and goals
• Using a pre-defined resolution framework, develop and apply IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues
• Interface with other IT teams to ensure compliance with cross-team accountabilities
• Maintain computing environments, including computer hardware, systems software, applications software, and all configurations
• Continuously improve operations
• Identify and suggest process and system enhancements
• Communicate ticket resolution to appropriate contact and maintain ticket documentation
• Coordinate with other IT teams to deliver seamless service to customers, and improve personal knowledge to enhance ability to resolve issues accurately
• Provide technical support during implementations and upgrades to production systems
• Work with their team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
• Stay appraised of service management knowledge and industry best practices
• Communicate frequently with supervisors, working to develop personal skills and abilities.
• Receive inbound phone calls and emails from customers, documenting ticket and responding to inbound messages in a professional manner

Qualifications

• Work experience in a law firm preferred
• Understanding of IT services, technology and solutions
• A+ Certification preferred
• 2 to 3 years of work experience in a technical support centre or IT Service Desk
• French & English (written and spoken) is required
• Degree in IT, Computer Science or related discipline
• HDI Certification preferred
• Work experience with ticketing applications (Service Now)
• MCSA Certification preferred

Technical Knowledge

• Two-factor authentication protocols
• Time entry system
• Printing solutions (personal and multifunction devices)
• Microsoft Office 2016 and 365
• Documentation Management System (DMS)
• Data encryption software
• Troubleshooting Apple products (MacBook, iPhone, iPad)
• Customer Management System (CMS)
• Active Directory, SCCM, Intune device management tools
• Remote work and connectivity tools (eg Citrix Workspace, VPN, Terminal Services)
• Microsoft Windows 7 or later
• Outlook / Exchange and Mimecast email management - preferred

To Apply

For more information or to submit your application, please email Emily Vuong, Senior Human Resources Business Partner at [email protected].

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

Davies is committed to providing a diverse, inclusive and accessible workplace for candidates and firm members with disabilities. Please let us know of any accommodations you may require at any time during the recruitment process.