Picture


Job Board

IT Staffing

Billingual Technical Support



Job ID

4440

Salary

$40000.00 / Year

Location

Toronto

Date Posted

2010-07-30

Position Category

Help Desk / Service Desk



Details

Our client is a distinguished leader within the Canadian Law Society. They have an immediate opportunity for a Technical support analyst. Initially a 6 month contract assignment with a strong potential of permanent conversion thereafter.
 
  1. Respond to telephone calls, e-mails, voicemails and drop-bys for technical support in a timely manner.
  2. Document, log and track all calls, e-mails, voicemails and drop-bys using case management software.
  3. Manage escalation and retain problem ownership (track call, remote control, research and update knowledgebase).
  4. Identify research, troubleshoot and resolve technical problems on any related application, hardware or communication requirements. 
  5. Provide one-on-one training to end users for specific hardware and software issues.
  6. Occasional external client support when issues arise with documents received from clients or issues with email.
  7. Escalate and liaise with other IT teams to resolve problems.
  8. Install, configure and test applications.
  9. Review new applications and upgrades and identify potential problems.
  10. Assist in the development of Firm produced application manuals by providing ?hands on? technical verification of the documentation and procedures.
  11. Contribute to and help maintain knowledge base tool.
  12. Review support issues and procedures and recommend solutions (trend analysis).
  13. Provide remote access (home) telephone support.
  14. Flexible work hours during the week, weekends and statutory holidays
  1. Diploma in Computer Systems, Systems Administration, or related technical discipline.

A minimum of 3 years work experience as a Support Representative is preferred but must have some previous work experience.

PC, Laptop, Scanner and Printer hardware troubleshooting experience.

Software troubleshooting experience needed including in-depth knowledge of Microsoft Office applications including Office 2003, Outlook 2007, Windows XP, Vista and a document management system.

Law firm experience an asset.

 

Good analytical problem solving skills; ability to troubleshoot and resolve application problems.

Excellent written and verbal communication, interpersonal skills and telephone manners.  Must be able to correspond with lawyers and staff as well as create end user documentation.

Client service oriented.  Must be able to be productive while working alone or in a team environment.

Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.

Patience, flexibility and an ability to deal with and manage difficult situations.

Willingness to work under pressure; willingness to learn new software applications.

Bilingual ? French\English




Back