Information Technology Support Specialist
About the role
Must-haves (Most of these can be taught/trained, if you are lacking some that is okay) Exceptional customer service and communication skills IT Help Desk experience, at least 1+ years’ experience Troubleshooting experience for end user hardware (laptops, monitors, docking stations, keyboard, etc) Troubleshooting experience for Windows 11 and Office 365 installations, and other Windows applications Troubleshooting and installation experience for iPhones Windows and Office 365 Account administration Nice to have: Remote computer administration Knowledge of Microsoft Office add-ons management Knowledge on how troubleshoot audio-video equipment IP telephony, Teams phone, Webex preferred Ninja Ticketing system, or experience with another ticketing system Day-to-Day We are looking for an IT Support Analyst for a full-time role to support a Law Firm. The ideal candidate will be a self-starter, confident, adaptable, accountable, collaborative and client service focused. It is beneficial if the candidate has worked in customer service, retail, law, professional services, at least 1 year of IT support experience. This role is 9-5, Monday-Friday on site 4 days a week (Fridays remote), downtown Toronto. The initial training/probationary period will require candidates to go on site 5 days a week. Responsibilities: Provides level 1 support to resolve incidents. This role will be required to provide on call support evenings and weekends on a rotational basis. Serve as the first point of contact for users seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by users Explain to the user the resolution process Escalate unresolved issues to the next level of support Provide accurate information on IT products or services Record updates and resolutions for incidents in ticketing system Follow-up and update user status and information Pass on any feedback or suggestions by users to the appropriate internal team
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Information Technology Support Specialist
About the role
Must-haves (Most of these can be taught/trained, if you are lacking some that is okay) Exceptional customer service and communication skills IT Help Desk experience, at least 1+ years’ experience Troubleshooting experience for end user hardware (laptops, monitors, docking stations, keyboard, etc) Troubleshooting experience for Windows 11 and Office 365 installations, and other Windows applications Troubleshooting and installation experience for iPhones Windows and Office 365 Account administration Nice to have: Remote computer administration Knowledge of Microsoft Office add-ons management Knowledge on how troubleshoot audio-video equipment IP telephony, Teams phone, Webex preferred Ninja Ticketing system, or experience with another ticketing system Day-to-Day We are looking for an IT Support Analyst for a full-time role to support a Law Firm. The ideal candidate will be a self-starter, confident, adaptable, accountable, collaborative and client service focused. It is beneficial if the candidate has worked in customer service, retail, law, professional services, at least 1 year of IT support experience. This role is 9-5, Monday-Friday on site 4 days a week (Fridays remote), downtown Toronto. The initial training/probationary period will require candidates to go on site 5 days a week. Responsibilities: Provides level 1 support to resolve incidents. This role will be required to provide on call support evenings and weekends on a rotational basis. Serve as the first point of contact for users seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by users Explain to the user the resolution process Escalate unresolved issues to the next level of support Provide accurate information on IT products or services Record updates and resolutions for incidents in ticketing system Follow-up and update user status and information Pass on any feedback or suggestions by users to the appropriate internal team