IT Support Specialist

3 weeks ago

Ottawa, Canada Smart & Biggar Full time

What We Do.
Smart & Biggar has been at the forefront of intellectual property (IP) and technology law for over 100 years. We practice in every area of IP on behalf of an exceptional international clientele, and we are consistently ranked as Canada’s leading IP firm. We are committed to hiring people with different backgrounds and experience, who represent the best talent in their field.

We are part of the IPH Group, a network of member firms working throughout ten IP jurisdictions, with clients in more than 25 countries. IPH member firms employ a highly skilled multidisciplinary team of over 1,200 people in Australia, Canada, China, Hong Kong SAR, Indonesia, Malaysia, New Zealand, Philippines, Singapore and Thailand. IPH supports a diverse client base of Fortune Global 500 companies, multinationals, public sector research organizations, SMEs and professional services firms worldwide.

We are passionate about what we do and what we can achieve. The IPH Group is committed to promoting and maintaining a workplace culture of shared respect across companies to enable us all to feel valued and be the best we can be.

The Opportunity.
Our Ottawa office is currently looking for an IT Support Technician to join our national Helpdesk team. In this role, you will be responsible for managing IT support tickets from start to finish and play a key part in ensuring the seamless operation of the firm’s IT systems.

Responsibilities.
- Provide IT training to users at onboarding and ongoing as required.
- Take ownership of IT support tickets, managing them from start to finish and ensuring timely resolution
- Investigate, troubleshoot, and resolve IT incidents, ensuring a positive end-user experience
- Create and maintain user and IT documentation in the knowledge base system
- Collaborate effectively with the Helpdesk team to share knowledge and contribute to a cohesive support environment

Qualifications, competencies and experience.
- Diploma or Bachelor’s degree in Information Technology, or a combination of relevant work experience and education
- Previous experience in a helpdesk role is considered a strong asset
- Experience with Microsoft Active Directory, Microsoft 365, Manage Engine Endpoint Central, and/or Zendesk is considered an asset
- Demonstrated ability to provide excellent customer service
- Excellent time management, organization, and prioritization skills in order to manage workload and meet deadlines

LI-HYBRID

Smart & Biggar offers a comprehensive total rewards package including:

- A competitive compensation structure based on transparency, clarity and fairness;
- A flexible benefits program;
- Personal days to help balance personal and professional commitments;
- Employee referral program.

Smart & Biggar is a proud member of the Law Firm Diversity and Inclusion Network (LFDIN), working to promote diversity and encourage a culture of inclusion in our Firm and the broader legal profession.

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