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Technical Support Analyst
Torys LLPTechnical Support Analyst responsible for daily technical support to end-users at Torys LLP. Engaging in help desk calls, providing desk-side support, and maintaining documentation for efficient operations.
About the role
Key responsibilities & impact- Provide day-to-day technical support to end-users
- Respond to help desk calls, emails, walk-in requests
- Provide desk-side support as required
- Responsible for the entry of service requests, incidents and resolutions into Service Management software
- Resolve incidents and problems using remote access software
- Escalate incidents and problems that cannot be resolved over the phone
- Record and maintain documentation and solutions stored in the internal knowledgebase
- Provide and support laptops and mobile devices for end-users
Requirements
What you’ll need- Post-secondary degree or diploma in Technology or equivalent experience
- 3+ years experience in a helpdesk or client support role, preferably within a law firm or professional services firm
- Proficient in MS Office product suite
- Experience with ITIL an asset
- Bilingual (French and English) an asset
Benefits
Comp & perks- Hybrid work model
- Off-hours support on a rotational basis
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportservice requestsincident resolutionremote access softwaredocumentationknowledgebase managementlaptop supportmobile device supporthelpdesk experienceclient support
Soft Skills
communicationproblem-solvingescalation managementcustomer servicebilingual
Certifications
ITIL