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Application Support Specialist

2 months ago


Toronto, Ontario, Canada Osler Full time
Job Title: Application Support Technician

Osler, a leading business law firm, is seeking a skilled Application Support Technician to join our team. As a key member of our Service Desk team, you will provide technical support and assistance to internal customers, ensuring the smooth operation of our computer systems, software, and hardware.

Key Responsibilities:
  • Provide first-level technical support to end-users, troubleshooting application software issues, PC hardware and printer issues, LAN/WAN issues, and other technical problems.
  • Assist in troubleshooting intermediate to complex helpdesk issues, working closely with the Application Support Team.
  • Analyze and resolve end-user problems, identifying root causes and implementing solutions to ensure timely resolution.
  • Escalate support requests as necessary, ensuring prompt resolution and maintaining high-quality service standards.
  • Log help desk calls into a database system, tracking history and successful solutions for future reference.
  • Identify recurring problems and trends, notifying the team to reach root cause solutions.
  • Provide training and guidance to Firm users on computer hardware, application software, and desktop technology.
  • Perform equipment upgrades, software installations, and maintenance, as well as hardware configuration.
  • Provide home and remote computer support, as well as installations, as requested.
  • Work rotating day and evening shifts, providing 24/7 after-hours support, which requires carrying a cell phone and pager on a weekly/monthly rotating schedule.
Requirements:
  • College diploma in a computer-related discipline.
  • Successful completion of the Microsoft Certified Professional or similar training, with a minimum of one year of experience in a technical customer service or help desk role.
  • Proficiency with Microsoft operating systems, MS Office application software, and other Firm application software, with basic knowledge of networking technology.
  • 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.
  • Flexibility to work rotating day and evening shifts, with occasional weekends and holiday shifts.
  • Willingness to carry a pager 24/7 on a rotating basis.

Osler is committed to fostering a diverse and inclusive work environment and welcomes applications from people with disabilities and diverse backgrounds. Accommodations are available upon request for candidates in all phases of the selection process. Any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment and educational verifications.