Senior IT Support Technician

Norton Rose Fulbright; Montreal; On-site; CAD 70,000 - 85,000; Full time

Job summary

A leading global law firm in Montreal is seeking a Senior IT Support Technician to provide technical assistance and lead a small team. Candidates should have a college degree in IT, relevant certifications, and at least 5 years of experience. Proficiency in both French and English is essential. The role involves managing incidents, supporting various IT systems, and fostering relationships across teams. Join a collaborative and inclusive work environment.

Benefits

Inclusive work culture

Career development opportunities

Excellent team dynamics

Qualifications

• 5+ years of end-user services experience managing small teams.
• Experience in related industry settings is a plus.
• Proficiency in both French and English is required.

Responsibilities

• Serve as IT liaison to office(s), providing technical assistance to end users.
• Manage escalated incidents and requests as the communication point.
• Lead customer expectation management and provide leadership within the team.

Skills

Technical assistance

Team management

Problem resolution

Communication skills

Knowledge of IT tools

Education

College degree in Information Technology

A+ Certification

ITIL Foundations V4 Certification

Tools

Microsoft Windows 10

Microsoft Office 365

Active Directory

SCCM

VPN solutions

Job description

Join to apply for the Senior IT Support Technician role at Norton Rose Fulbright.

1 week ago Be among the first 25 applicants.

Location and Contract Details: 4 days in office, 6-month contract, Montreal office.

This role requires extensive knowledge of job skills, company policies, and procedures to complete complex, specialized assignments creatively and effectively. The candidate should have a comprehensive understanding of both general and technical aspects of the job. Work involves complex assignments requiring judgment, initiative, and technical or specialized knowledge to resolve problems, often with minimal supervision. The role also includes mentoring and guiding other employees.

Key Responsibilities:

• Serve as IT liaison to office(s), providing technical assistance to end users.
• Ensure timely resolution of issues or escalate when necessary.
• Develop and manage relationships between IT teams and internal clients or partners.
• Assist in managing asset inventory.
• Identify and leverage IT synergy potentials across business units.
• Act as Single Point of Ownership for incident resolution.
• Manage escalated incidents and requests as the communication point.
• Prioritize requirements with stakeholders and project teams.
• Participate in trials and testing of new tools.
• Manage IT Service Support Technicians and ticket assignments.
• Stay informed about current technology issues and opportunities.
• Support technology implementations and upgrades.
• Maintain communication with national IT staff and local leadership.
• Create and update training guides and knowledge base solutions.
• Build and maintain strong relationships with management and colleagues.
• Lead customer expectation management and provide leadership within the team.
• Adhere to departmental standards and perform administrative functions.
• Assist with phone support during morning shifts.

Qualifications:

• College degree in Information Technology.
• A+ Certification preferred.
• ITIL Foundations V4 Certification.
• 5+ years of end-user services experience managing small teams.
• Experience in related industry settings is a plus.

Proficiency in both French and English is required due to communication needs across provinces.

Core Systems Supported:

• Microsoft Windows 10 and above
• Microsoft Office 365
• Apple products
• Active Directory
• File transfer solutions
• Microsoft Authenticator and other two-factor protocols
• Microsoft Intune or other MDM solutions
• Worksite DMS or similar
• Client Management Systems
• Time recording systems
• Encryption software
• Dictation and transcription software
• Remote working tools (VPN, Terminal Services, Citrix)
• SCCM
• Mimecast email management

Join a proactive, inclusive, and collaborative firm that offers a great career experience. Norton Rose Fulbright values diversity, equity, and inclusion, aiming to create an environment where everyone can bring their whole self to work and realize their potential.

For more information on diversity and inclusion initiatives, visit our website.

If you need reasonable adjustments during the recruitment process, please inform us. Employment offers may require proof of vaccinations, with accommodations available for those unable to vaccinate due to protected grounds.

Learn more about us at nortonrosefulbright.com.