Application Support Technician (12 Month Contract)

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.

Reporting to the Manager, End User Support, the Application Support Technician is responsible for providing technical support to internal customers in the operation and of the Firm’s computer systems, software and hardware. The successful incumbent will work as part of a Service Desk team, functioning as the first point of contact for end users to report computer hardware, application software and desktop technology related inquiries and problems.

This job posting is for an existing vacancy.

Major Responsibilities

• Works in the Toronto office full time, five days per week
• Receives requests for service via Teams phone and e-mail from end users in the Firm’s Toronto, Ottawa, Calgary, Montreal and New York offices
• Provides 1st level support to end users, troubleshooting application software issues as well as PC hardware and printer issues, LAN/WAN issues, scanning, off-site computer connectivity, technology deployment, etc.
• Logs all information concerning service desk calls into a database system to track history of calls and successful solutions
• Assists Application Support Technician in troubleshooting intermediate to complex technical support requests
• Provides appropriate escalation of support requests for expedient resolution
• Follows the Firm’s established service standards to ensure consistent quality service is provided to internal customers
• Identifies recurring problems/trends; notifies and works with team to reach root cause solutions
• Provides 1st level guidance and problem-specific training to Firm users on the use of computer hardware, application software and desktop technology
• Performs upgrades on equipment, software application installations and maintenance as well as hardware configuration
• 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
• Performs other duties as required

Position Requirements

Education and Experience

This position requires the minimum of a college diploma in a computer-related discipline accompanied by successful completion of the Microsoft Certified Professional designation or similar training with at least one year experience in a technical customer service or technical support role. An equivalent combination of education, training and experience is acceptable.

Knowledge and Skills

• Proficiency with Microsoft operating systems, MS Office application software and basic knowledge of networking technology
• 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
• Flexibility to work day and evening shifts with occasional weekend and Holiday shifts as needed

Compensation

The range of expected compensation for this position is $60,000 - $67,000 annually. Compensation offered will be based on a variety of factors including job-related knowledge, education, skills and experience.

This role is 5 days in the office.

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 and 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 use artificial intelligence to screen, assess or select applicants for the position.

#LI-AL1