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Technical Support Specialist

3 months ago

Toronto, Canada Dentons Full time

Toronto, ON, CA- Mar 11, 2024Dentons is designed to be different. Our firm leads the way in a rapidly changing legal marketplace. We challenge the status quo and deliver consistent results as well as uncompromising quality and value to our clients. Our global presence is renowned with over 21,000 individuals in more than 200 offices across 80 countries.

Dentons Canada is committed to its people and communities. We are consistently recognized as an employer of choice having received numerous awards including being selected as one of Canada’s Top 100 Employers (2024); Canada’s Top Employers for Young People (2024); and Canada’s Best Diversity Employers (2023).

This role is an opportunity for you to join the world’s largest global law firm, a firm that offers opportunities to build your career while growing your skills and deepening your expertise.

Dentons Canada LLP is currently recruiting for a Technical Support Specialist on contract for our Toronto office. The Technical Support Specialist provides world-class client service and technical support. The Technical Support Specialist plays a critical role in supporting our clients' IT needs with a "white glove" approach. The position will report directly to the Technical Support Lead.

**Responsibilities**
- Provide full range of IT support (Windows 10, Office 365, Imanage, mobile devices) in line with "service excellence" and global standards to users in the Toronto office, as required.
- Respond to customer/user support needs, inquiries, and requests promptly and professionally.
- Follow through on assignments and issues pertaining to internal customers.
- Perform software/hardware installation and support.
- Responsible for incident tracking and meeting SLAs in the Toronto office and be responsible for resolving service desk tickets.
- Ensuring that incident queue management goals are met.
- Ability to work through complex problems and multitasking.
- Act as point of contact for the Toronto office related IT needs and communicate with firm-wide IT staff, IT Client Services management, and local Office Management as necessary.
- Act as an escalation point for any problems in the Toronto office to resolve and work with firm-wide IT staff and Client Services management to resolve.
- Work closely with the local Office Management to assist in Client meetings and Audio Visual setups in the Toronto office.
- Work with the TSS Lead and other IT teams to continually improve the service offered in the Toronto office.
- Willing to learn new technologies and work to improve existing technology operations.
- Responsible for following Dentons imaging procedures as well as inventory, resource and asset management in the Toronto office.
- Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally and responsible for move, add and change requests for the Toronto office.
- Adhere to all local and regional IT operational standards and procedures.
- Other duties, as assigned, to fully meet the requirements of the position.

**Experience & Qualifications**
- 5+ years in End User Support experience.
- Strong oral and written communication and interpersonal skills
- Ability to provide after-hours emergency support
- Ability to interact with all levels of personnel as an advocate for user interest.
- Willing to learn new technologies and work with the other members of the IT team to provide input on improvements to existing systems.
- Robust knowledge of the entire Microsoft Office Suite, including 2016 & 365 as well as Windows 10 and 11 operating systems. Proficient in Active Directory
- Experience with remote access technologies and software
- Self-directed, independently motivated and able to work well with mínimal supervision.
- Associate's degree or equivalent experience required.
- Professional appearance and presentation required
- At Dentons we are committed to offering equitable and competitive pay, we achieve this by aligning internal salary ranges for specific roles to similar positions in the external market. In the normal course, our practice is to hire, transfer and promote employees within the entry part of our range, adjusting as needed based on the prior experience, skills and competencies required for the role along with any market differentials. Rest assured the full salary range is competitive and within the range paid for similar positions in the external market._
- Recognizing our exceptional talent means providing a comprehensive total rewards package beyond a competitive salary. We have prudently curated our employee benefits portfolio to offer inclusive and comprehensive wellbeing and developmental programs for our people. With extended benefits and mental health plans, paid time off, savings plans, fitness subsidy, parental leave top up and more, our benefits are flexible, aligned to our core values and supports the various needs of our people. Additionally, our personal and pro