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IT Service Desk Engineer

4 months ago

Toronto, Canada TalentVault Network Inc. Full time

IT Service Desk Engineer (Level 2) Toronto


About the Role

The IT Service Desk Engineer is the first point of contact for users to log issues, requests and questions regarding end-user computing issues, telecommunications, networks, and in-house applications. Candidates for this position will be expected to deliver and maintain a high level of customer service and have a strong commitment to resolving support issues efficiently and professionally.

The successful candidate must be available to travel to other Canadian offices when required.



Main Responsibilities:

  • Responding to incoming calls, self-serve calls and emails to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
  • Delivering incoming service requests such as providing access to applications, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
  • Logging and updating calls on the IT Service Desk knowledge base promptly and accurately with the outcomes of problem investigations, diagnosis and solutions
  • Responsible for maintenance of the asset inventory, including computer hardware, software, and peripherals such as printers, telephones, and other office technology.
  • Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
  • Visiting other offices to assist with the delivery of IT projects or resolve specific IT issues, as required (subject to restrictions)
  • Communicating effectively with the IT Team Leader and other colleagues both in Canada and the UK
  • Providing cover for absence within the team
  • Configure, maintain, and troubleshoot application software, desktop operating systems, PCs, and associated peripherals. Install and configure end-user devices and maintain up-to-date images for various hardware platforms
  • Contributing to the Change Management and Problem Management processes
  • Working collaboratively with colleagues across the department and internationally, escalating incidents to the 3rd line team when they require additional expertise; or when they cannot be delivered in line with SLAs



Technical Knowledge, qualifications and experience required:

  • IT/Technical qualifications (ideally: Windows 10 MCDST certification, MOS and or MPSA certification, or similar)
  • Minimum of 3 years’ experience in a similar role
  • Previous law firm or professional Partnership experience is preferred
  • Knowledge and experience of Microsoft operating systems, Active Directory and experience with Office 365 & Azure Administration (Exchange, Teams, SharePoint, etc.)
  • Experience of SCCM & Deploying PC images.
  • Experience of working in an ITIL environment
  • Basic networking skills e.g. TCP/IP, DNS, DHCP and VPN
  • Knowledge and experience of iManage Worksite/Filesite, IP Phone Administration (BluArc), Mobile Device Management and security products (antivirus, disk encryption, USB device control)
  • ITIL Foundation Certificate is desirable


Candidates will also be able to demonstrate:

  • Excellent customer service and client-facing skills
  • Strong communication skills – both written and verbal
  • Proven analytical and problem-solving abilities
  • Ability to work in a high-pressure environment
  • A self-motivated and proactive attitude
  • Experience of working in a team-oriented, collaborative environment
  • Commitment e.g., assisting with overtime and covering shifts
  • Good attention to detail
  • A flexible and positive approach


This position is a Hybrid role and will require in office work approx 8 days per month.