Dentons

Technical Support Specialist

Dentons

full-time

Posted on:

Location Type: Office

Location: Montreal • Canada

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Salary

💰 CA$65,000 - CA$75,000 per year

About the role

  • Provide full range of IT support (Windows 11, Office 365, IManage, mobile devices) in line with "service excellence" and global standards to users in the Montreal office, as required
  • 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
  • Responsible for incident tracking and meeting SLAs in the Montreal office and be responsible for resolving service desk tickets
  • Ensuring that incident queue management goals are met
  • Ability to work through complex problems and multitasking
  • Act as point of contact for the Montreal office related IT needs and communicate with firm-wide IT staff, IT Client Services management, and local Office Management as necessary
  • Act as an escalation point for any problems in the Montreal office to resolve and work with firm-wide IT staff and Client Services management to resolve
  • Work closely with the local Office Management to assist in Client meetings and Audio-Visual setups in the Edmonton office
  • Work with the TSS Lead and other IT teams to continually improve the service offered in the Montreal office
  • Willing to learn new technologies and work to improve existing technology operations
  • Responsible for following Dentons imaging procedures as well as inventory, resource and asset management in the Montreal office
  • Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally and responsible for move, add and change requests for the Montreal office
  • Adhere to all local and regional IT operational standards and procedures
  • Other duties, as assigned, to fully meet the requirements of the position
  • On call rotation required

Requirements

  • 5+ years in End User Support experience
  • Strong oral and written communication and interpersonal skills
  • Ability to provide after-hours emergency support
  • Ability to interact with all levels of personnel as an advocate for user interest
  • Willing to learn new technologies and work with the other members of the IT team to provide input on improvements to existing systems
  • Robust knowledge of the entire Microsoft Office Suite, including 2016 & 365 as well as Windows 10 and 11 operating systems
  • Proficient in Active Directory
  • Experience with remote access technologies and software
  • Self-directed, independently motivated and able to work well with minimal supervision
  • Proficiency in determining the causes of application errors and repairing them
  • Associate's degree or equivalent experience required
  • Professional appearance and presentation required
Benefits
  • extended health and mental health benefits
  • paid time off
  • retirement savings plans
  • fitness subsidy
  • parental leave top-up
  • mentorship opportunities
  • employee networks
  • leadership development initiatives
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
End User SupportMicrosoft Office SuiteWindows 10Windows 11Active Directoryremote access technologiessoftware installationhardware installationincident trackingtroubleshooting
Soft Skills
communication skillsinterpersonal skillsproblem-solvingmultitaskingself-directedindependently motivatedadvocacy for user interestprofessional appearancepresentation skillsteam collaboration
Certifications
Associate's degree