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IT Service Desk Engineer (Level 2) Toronto About the RoleThe 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 timesDelivering incoming service requests such as providing access to applications, setting up new equipment, and new user/leaver requests in line with SLAs and KPIsLogging and updating calls on the IT Service Desk knowledge base promptly and accurately with the outcomes of problem investigations, diagnosis and solutionsResponsible for maintenance of the asset inventory, including computer hardware, software, and peripherals such as printers, telephones, and other office technology.Ensuring employees are kept updated on any outstanding IT issues with clear and concise communicationVisiting other offices to assist with the delivery of IT projects or resolve specific IT issues, as required (subject to restrictions)Communicating effectively with the IT Team Leader and other colleagues both in Canada and the UKProviding cover for absence within the teamConfigure, 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 platformsContributing to the Change Management and Problem Management processesWorking 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 SLAsTechnical Knowledge, qualifications and experience required:IT/Technical qualifications (ideally: Windows 10 MCDST certification, MOS and or MPSA certification, or similar)Minimum of 3 years’ experience in a similar rolePrevious law firm or professional Partnership experience is preferredKnowledge and experience of Microsoft operating systems, Active Directory and experience with Office 365 & Azure Administration (Exchange, Teams, SharePoint, etc.)Experience of SCCM & Deploying PC images.Experience of working in an ITIL environmentBasic networking skills e.g. TCP/IP, DNS, DHCP and VPNKnowledge and experience of iManage Worksite/Filesite, IP Phone Administration (BluArc), Mobile Device Management and security products (antivirus, disk encryption, USB device control)ITIL Foundation Certificate is desirableCandidates will also be able to demonstrate:Excellent customer service and client-facing skillsStrong communication skills – both written and verbalProven analytical and problem-solving abilitiesAbility to work in a high-pressure environmentA self-motivated and proactive attitudeExperience of working in a team-oriented, collaborative environmentCommitment e.g., assisting with overtime and covering shiftsGood attention to detailA flexible and positive approachThis position is a Hybrid role and will require in office work approx 8 days per month.
