Application Support Technician

2 months ago

Ottawa, Canada Osler Full time

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms with over 400 lawyers based in offices in Toronto, Montréal, Ottawa, Calgary, Vancouver and New York. Osler advises many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada.

Osler prides itself on attracting and maintaining some of the brightest talent in the legal arena. Our lawyers, students, management, and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas. Osler is a dynamic and exciting place to further your career or carve out a new path.

**Major Responsibilities**
- Performs A/V equipment setup to support virtual trials and other client and/or internal meetings
- Performs basic network cabling and network/server installation
- Analyzes, defines, and researches the end user’s problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user’s satisfaction
- Provides appropriate escalation of support requests for expedient resolution
- Follows the Firm’s established service standards to ensure consistent quality service is provided to internal customers
- Logs information concerning Service Desk calls into a ticket tracking system to track history of calls and successful solutions for future reference purposes
- Identifies recurring problems/trends; notifies and works with team to reach root cause solutions
- Supports setup and integration of firm owned and personal mobile devices with firms’ management system
- Manage distribution of building access proximity cards for staff and visitors
- Provides home and remote computer support as well as installations for Firm users as requested
- Abides by Firm policies including the policy on confidentiality; maintains confidentiality of all computer-based information related to the Firm, its clients, and its employees
- Flexibility to work day and evening shifts with occasional weekends and Holiday shifts
- Performs other duties as required

**Position Requirements**

***_Education and Experience_
- College or university accreditation in a technology related field
- Experience in a service desk or other technical support role in a professional services environment
- An equivalent combination of education, training and experience may be acceptable
- Knowledge and Skills_
- Proficiency with Microsoft operating systems and MS Office Suite
- Basic knowledge of networking technology including WiFi, Citrix and VPN
- Knowledge of PC imaging and deployment procedures
- Knowledge iPhone/Android mobile devices
- Excellent verbal communication, interpersonal and customer service skills
- Advanced analytical, problem solving and troubleshooting skills
- Strong written communication skills and ability to document troubleshooting reference materials

**Accessibility and Accommodation**

For the safety of firm members and visitors, Osler is committed to complying with the recommendations of public health authorities, including with respect to adopting mandatory vaccination policies. Employment at Osler is therefore conditional on complying with any vaccination policies that Osler may adopt from time to time in response to the recommendations of public health authorities.

**Background and Reference Checks**

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment and educational verifications.

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