IT Service Support Technician

Davies Ward Phillips & Vineberg LLP; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading Canadian law firm in Montreal is seeking an IT Service Support Technician to provide exceptional customer service and support for IT applications, maintain computing environments, and assist in asset management. The ideal candidate has 2-3 years of experience in technical support, is bilingual in English and French, and possesses a diploma in computer science. This role offers a collaborative team environment and opportunities for professional development.

Qualifications

• 2-3 years in a technical support center or IT Service Desk experience.
• A+ Certification preferred.
• Understanding of IT services and solutions.

Responsibilities

• Resolve customer issues using troubleshooting skills.
• Document tickets and respond professionally.
• Provide technical support during implementations.

Skills

Troubleshooting

Customer service

Bilingual (English and French)

Education

Diploma of collegial studies in computer science

Tools

ServiceNow

Microsoft Windows 7 or later

Microsoft Office 2016 or 365

Job description

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Davies is a top-tier Canadian law firm focused on high-stakes matters. With offices in Montréal, Toronto and New York, we are consistently at the centre of the most challenging deals and cases in Canada and abroad.

A position at Davies is more than just a job. When you join the firm, you will be welcomed by a team that places as much emphasis on supporting its people as it does on serving its prestigious clients. As such, we have created a collaborative environment where team members of all backgrounds feel appreciated and are encouraged to share their ideas while working alongside some of the brightest legal and business professionals who are eager to share their knowledge and experience.

About the Position

We are looking for an IT (Information Technology) Service Support Technician to join the IT department in our Montréal office. Reporting to the Director, IT End User Support and Infrastructure Services, the successful applicant will provide exceptional customer service and be responsible for the maintenance of computer hardware, systems software, applications software and all configurations. Day-to-day, the role is supervised by the assigned IT Service Support Lead.

Shift Information

• The IT Customer Service team works a 7:30 a.m. to 7:00 p.m. shift pattern within a 35-hour workweek
• Candidates must be willing to participate in an off-hours on-call schedule
• Candidates should be willing to work additional hours, as required, to fulfil the requirements of the role. This may include extended shifts and occasional evening and / or weekend work

Primary Responsibilities

• Develop and apply IT knowledge skills (e.g., troubleshooting) to resolve and respond to customer issues using a pre-defined resolution framework
• Receive inbound phone calls and emails from customers, document tickets and respond to inbound messages in a professional manner
• Maintain computing environments, including computer hardware, systems software, applications software and all configurations
• Assist in the management of asset inventory
• Provide technical support during implementations and upgrades to production systems
• Communicate ticket resolution to appropriate contacts and maintain ticket documentation
• Develop a general understanding of IT processes and policies, as defined by IT Service Management, in order to respond to incoming customer inquiries
• Participate in training to further develop key functional and technical skills and improve business acumen
• Work with the team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
• Continuously improve operations
• Identify and suggest process and system enhancements
• Perform at a level that helps attain individual and team-level performance goals and objectives
• Stay apprised of service management knowledge and industry best practices
• Coordinate with other IT teams to ensure compliance with cross-team accountability
• Collaborate with other IT teams to deliver seamless service to customers
• Work with colleagues to deepen knowledge and refine issue resolution skills
• Provides after-hours assistance according to a pre-established rotating schedule

Qualifications

• Two to three years of work experience in a technical support centre or IT Service Desk
• Diploma of collegial studies in computer science or the equivalent
• Work experience with ticketing applications (ServiceNow)
• A+ Certification preferred
• MCSA Certification preferred
• HDI Certification preferred
• Understanding of IT services, technology and solutions
• Work experience in a law firm preferred
• Bilingual (English and French)
• Our Montréal office represents and delivers service to both Québec-based clients and clients who do business in Québec. The incumbent will be required to interact in both French and English, in a professional manner, in oral and written communications.

Technical knowledge

• Microsoft Windows 7 or later
• Microsoft Office 2016 or 365
• Troubleshooting Apple products (MacBook, iPhone, iPad)
• Printing solutions (personal and multifunction devices)
• Customer Management System (CMS)
• Documentation Management System (DMS)
• Time entry system
• Remote work and connectivity tools (eg Citrix Workspace, VPN, Terminal Services)
• Outlook / Exchange and Mimecast email management - preferred

To Apply

For more information or to submit your application, please email Emily Vuong, Senior Human Resources Business Partner, at [e-mail].

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

Davies is committed to providing a diverse, inclusive and accessible workplace for candidates and firm members with disabilities. Please let us know of any accommodations you may require at any time during the recruitment process.