Technical Support Specialist

3 weeks ago

Toronto, Ontario, Canada Gowling WLG Full time

About Gowling WLG

Gowling WLG is a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia. We pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to delivering outstanding client service.

Employee satisfaction is crucial to us. We work hard to ensure our people are motivated, engaged and empowered. Our firm's Core Values - The Power of Teamwork, Always Striving to be Better, We all Bring Something Different - guide everything we do.

Diversity, equity, and inclusion are integral to our core values. We strive to build a more equitable, engaging and rewarding workplace by attracting and retaining talented individuals from diverse backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve personal and professional goals.

We have a diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team members working together. Each individual contributes uniquely to our success.

Job Title: Technical Support Specialist

This is a one-year contract position in our Toronto office, responsible for providing in-person application and hardware systems support. You will handle requests for support in a timely and effective manner.

Responsibilities:

  • Provide on-site support for applications, proprietary programs, and computer equipment used by the Firm (telephone, email and in-person).
  • Respond to requests/escalations in an appropriate and courteous manner.
  • Accurately document all requests by logging them in the Firm's ticketing system.
  • Assess and resolve all requests for support based on urgency, type of problem and available support staff.
  • Apply problem-solving skills and techniques to resolve issues before escalating them to the appropriate group.
  • Provide general support as required by the Technical Support Supervisor.
  • Troubleshoot and diagnose hardware and software problems on systems and arrange for external service calls or repairs as needed.
  • Maintain, assign and log loaner equipment. Review returned equipment and clean files or programs as necessary, and install new software as required.
  • Participate in technical workstation support and system implementations and rollouts with other members of the Information Technology team.

Qualifications:

  • 1-2 years directly related technical experience, preferably in a Help Desk or Service Desk environment.
  • College degree in Computer Science or equivalent.
  • Effective communication skills to interact with Firm members, with the ability to take care of client needs professionally and courteously.
  • Capacity to work independently and in a team environment.
  • Prioritize tasks and redefine priorities when necessary.
  • Solid background in standard business applications, specifically word processing, spreadsheet, presentation, email and database products.
  • Knowledge of Microsoft Windows, documents management systems, system management servers and networking is an asset.
  • Ability to lift large objects (printers and other hardware) up to 50lbs.

This role is primarily in-office, with remote work at the discretion of the Manager.

Our salary for this position is $60,000-$80,000 per year, depending on experience.

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