Technical Support Specialist (Ottawa) – White-Glove IT

Dentons Canada; Ottawa; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Extended health benefits

Mental health benefits

Paid time off

Retirement savings plans

Fitness subsidy

Parental leave top-up

Job summary

Dentons Canada LLP in Ottawa is seeking a Technical Support Specialist to deliver world-class IT client service with a white-glove approach. You will support Windows 11, Office 365, IManage, and mobile devices for the Ottawa office, handling incidents, requests, and Escalations with SLA adherence.

The role requires 5+ years in end-user support, strong communication, and bilingual English/French proficiency.

Qualifications

• 5+ years in End User Support experience.
• Strong oral and written communication and interpersonal skills.
• Ability to provide after-hours emergency support.
• Proficiency with Microsoft Office Suite (2016/365) and Windows 10/11.
• Experience with remote access technologies.
• Associate's degree or equivalent experience required.
• Professional appearance and presentation required.

Responsibilities

• Provide full range of IT support (Windows 11, Office 365, IManage, mobile devices) in line with service excellence and global standards.
• Respond to customer/user support needs, inquiries, and requests promptly and professionally.
• Follow through on assignments and issues pertaining to internal customers.
• Perform software/hardware installation and support.
• Resolve service desk tickets and meet incident SLAs for the Ottawa office.
• Escalate and coordinate with firm-wide IT staff and Office Management as needed.
• Assist with local office projects and IT move/add/change requests.
• Support Audio-Visual setups for client meetings in the Ottawa office.

Skills

End User Support

Communication skills

After-hours support

Autonomy

Interpersonal skills

Problem solving

Education

Associate's degree or equivalent experience

Tools

Office 365

Windows 10/11

Active Directory

Remote access technologies

Job description

Dentons Canada LLP in Ottawa is seeking a Technical Support Specialist to deliver world-class IT client service with a white-glove approach. You will support Windows 11, Office 365, IManage, and mobile devices for the Ottawa office, handling incidents, requests, and Escalations with SLA adherence.

The role requires 5+ years in end-user support, strong communication, and bilingual English/French proficiency.