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About the Role
The Specialist, IT Support provides first-line technical support to lawyers, legal assistants and business professionals. This role serves as the initial point of contact for IT-related issues, ensuring timely resolution of incidents and service requests while delivering a high level of customer service.
Responsibilities
- Respond to service requests via phone, email and ticketing systems.
- Troubleshoot hardware, software and access issues.
- Resolve common IT problems or escalate as required.
- Log, track and update tickets accurately.
- Prioritize issues based on impact and urgency.
- Ensure timely resolution or escalation.
- Provide clear guidance and support to end users.
- Maintain professional and client-focused communication.
- Follow up to ensure issue resolution and satisfaction.
- Promote a client-focused service culture within the team.
- Document solutions and contribute to knowledge base.
- Follow standard procedures and processes.
Requirements
- Bachelor’s degree or equivalent experience in IT or related field.
- 2–5 years IT support experience.
- Strong troubleshooting and incident management capabilities.
- Strong understanding of IT service management practices.
- Experience with enterprise systems.
- Excellent communication and customer service skills.
- Experience with Microsoft 365, Windows environments and ticketing system.
- Familiarity with legal technology/platforms/software an asset.
Location
- Ontario Offices
Work Type
- Flexible working options
Experience Level
- 2-5 years
Education Level
- Bachelor’s degree or equivalent experience in IT or related field
Salary/Compensations
- $50,796 - $70,550
Benefits
- Health, Dental and Vision Care
- Employee Assistance Program
- Life Insurance
- Short Term and Long Term Disability Insurance
- 3+ Weeks’ Vacation
- 10 Personal Days
- Maternity Leave Top-up
- Firm matching Group Retirement Savings plan
- Individual TFSA with low fund management fees and competitive investment options
- Wellness spending account
- Professional Development opportunities
- Employee appreciation events
- Charitable giving programs
About the Company
- As a recognized national law firm, we support, grow, and impact our communities through our work.
- We help entrepreneurs, companies, and professionals shape and build the Canadian economy.
- Miller Thomson LLP is one of Canada’s fastest-growing national business law firms, with ten offices across the country.
- Our consistent ability to provide practical, creative and cost-effective advice, combined with an unyielding service commitment to our clients and a strong dedication to our lawyers, staff and the communities in which we practice, gives us a unique position in the Canadian legal industry.
Equal Opportunity
- Miller Thomson will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent department of the nature of the accommodation that you may require, to ensure your equal participation.