Application Support Technician

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York. Osler prides itself on attracting and maintaining some of the brightest talent in the legal arena. Our lawyers, students, management and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas. Osler is a dynamic and exciting place to further your career or carve out a new path.

Osler is currently recruiting for an Application Support Technician in our Ottawa office. Reporting the Senior Manager, Talent Management & Operations, the Application Support Technician role is responsible for providing technical support and other assistance to internal customers in the operation, maintenance and troubleshooting of the Firm’s computer systems, software and hardware. The successful candidate will work as the first point of contact for end users to report computer hardware, application software and desktop technology related inquiries and problems. This role will provide computer support solutions, troubleshooting procedures, customer service standards, while abiding by all Firm policies including the policy on confidentiality; maintaining confidentiality of all computer-based information related to the Firm, its clients, and its employees.

Please note, this is an on-site role working in the office.

This is an existing position which has been posted internally and externally.

Major Responsibilities:

Receives requests for service via telephone, e-mail, Teams and in-person from end users in the Firm’s Ottawa office.

• Provides 1st and 2nd level computer support to end users, troubleshooting application software issues as well as PC hardware and printer issues, imaging, off-site computer users, telephone, and computer moves
• Performs A/V equipment setup to support virtual trials and other client and/or internal meetings
• Performs basic network cabling and network/server installation
• Analyzes, defines, and researches the end user’s problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user’s satisfaction
• Provides appropriate escalation of support requests for expedient resolution
• Follows the firm’s established services to ensure consistent quality service is provided to internal customers
• Logs information concerning Service Desk calls into a ticket tracking system to track history of calls and successful solutions for future reference purposes
• Identifies recurring problems/trends; notifies and works with team to reach root cause solutions
• Performs upgrades on equipment, software application installations and maintenance as well as hardware configuration
• Support setup and integration of Firm owned and personal mobile devices with Firm’s management system
• Manage distribution of building access proximity cards for staff and visitors
• Provides home and remote computer support as well as installations for Firm users as requested
• Abides by Firm policies including the policy on confidentiality; maintains confidentiality of all computer-based information related to the Firm, its clients, and its employees
• Flexibility to work daytime and evening shifts with occasional weekends and Holiday shifts as required
• Performs other duties as required

Position Requirements

Education and Experience

• College or university accreditation in technology related field
• Experience in a service desk or other technical support role in a professional services environment
• An equivalent combination of education, training and experience may be acceptable

Knowledge and Skills

• Proficiency with Microsoft operating systems and MS Office Suite
• Basic knowledge of networking technology including Wi-Fi, Citrix and VPN
• Knowledge of PC imaging and deployment procedures
• Knowledge iPhone/Android mobile devices
• Excellent verbal communication, interpersonal and customer service skills
• Advanced analytical, problem solving and troubleshooting skills
• Strong written communication skills and ability to document troubleshooting reference materials

Accessibility and Accommodation

We thank all applicants for their interest in Osler; however, only chosen applicants will be contacted. 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.

Background and Reference Checks

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment & educational verifications.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canada's leading law firms, please reply in confidence with a cover letter and résumé by the closing date.

Please note that we may use AI tools to help us through the recruitment process.