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About the Role

The Application Support Technician is responsible for providing technical support to internal customers in the operation of the Firm’s computer systems, software, and hardware. This role functions as the first point of contact for end users reporting computer hardware, application software, and desktop technology related inquiries and problems.

Responsibilities

• Works in the Toronto office full time, five days per week.
• Receives service requests via Teams phone and e-mail from end users in the Firm’s Toronto, Ottawa, Calgary, Montreal and New York offices.
• Provides 1st level support to end users, troubleshooting application software issues, PC hardware and printer issues, LAN/WAN issues, scanning, off-site computer connectivity, and technology deployment.
• Logs all service desk call information into a database system to track call history and successful solutions.
• Assists Application Support Technicians in troubleshooting intermediate to complex technical support requests.
• Provides appropriate escalation of support requests for expedient resolution.
• Follows established service standards to ensure consistent quality service.
• Identifies recurring problems/trends and collaborates with the team to reach root cause solutions.
• Provides 1st level guidance and problem-specific training to Firm users on computer hardware, application software, and desktop technology.
• Performs equipment upgrades, software application installations and maintenance, and hardware configuration.
• Abides by Firm policies, including confidentiality of computer-based information.
• Performs other duties as required.

Requirements

• Minimum of a college diploma in a computer-related discipline.
• Successful completion of the Microsoft Certified Professional designation or similar training.
• At least one year of experience in a technical customer service or technical support role.
• An equivalent combination of education, training, and experience is acceptable.
• Flexibility to work day and evening shifts with occasional weekend and Holiday shifts as needed.
• Background and reference checks, including criminal record check, credit check, and employment and educational verifications, are required.

Skills

• Proficiency with Microsoft operating systems.
• Proficiency with MS Office application software.
• Basic knowledge of networking technology.
• Excellent verbal communication skills.
• Excellent interpersonal skills.
• Excellent customer service skills.
• Advanced analytical skills.
• Advanced problem-solving skills.
• Advanced troubleshooting skills.
• Strong written communication skills.
• Ability to document troubleshooting reference materials.

Location

• Toronto

Work Type

• Full-time
• Onsite

Experience Level

• 1 year

Education Level

• College diploma in a computer-related discipline
• Microsoft Certified Professional designation or similar training

Salary/Compensations

• $60,000 - $67,000

About the Company

• Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms.
• Advises many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada.
• Has over 1,000 firm members based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.
• Prides itself on attracting and maintaining bright talent.
• Firm culture nurtures mentoring and the exchange of ideas.
• A dynamic and exciting place to further a career or carve out a new path.

Equal Opportunity

• Osler is committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures.
• Accommodations are available upon request for candidates in all phases of the selection process.