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IT Service Desk Technician

Posted: January 13, 2022 Company: Norton Rose Fulbright LLP
Address: 1800-510 West Georgia St Postal Code: V6B0M3
Location: Vancouver Contact:
Phone: Fax:
E-mail: canvanhrtalent@nortonrosefulbright.com Website: www.nortonrosefulbright.com

The Team

Under the general direction of the assigned IT Service Support Lead, the IT Service Support Technician role provides exceptional customer service to an assigned end user base.  This role will provide services and support to clients and ensure that service levels are achieved.  This role will be responsible for the maintenance and administration of computer networks and related computing environments including computer hardware, systems software, applications software and all configurations.

Job Overview

The role is responsible for meeting and exceeding pre-defined metrics/benchmarks and that standards and processes are followed to provide effective customer service.

Key Responsibilities and Duties

  • Using a pre-defined resolution framework, develop and apply IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues.
  • Receive inbound phone calls and emails from their business unit end users, documenting ticket and responding to inbound messages in a professional manner.
  • Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
  • Provide technical support during implementations and upgrades to production systems.
  • Assists in the management of asset inventory.
  • Working with the business units, IT Support Teams, company tools and assets, and other business partners to resolve inbound inquiries and achieve proper resolution in prescribed timeframes.
  • Communicate ticket resolution to appropriate contact and maintain ticket documentation.
  • Develop a general understanding of IT processes and policies as defined by the IT Service Management in order to respond to incoming customer inquiries.
  • Participate in training to continue to develop key functional and technical skills and improve business acumen.
  • Work with their team to resolve and communicate resolutions to customer inquiries, escalating issues as needed.
  • Communicate frequently with supervisors, working to develop personal skills and abilities.
  • Continuously improve operations.
  • Identify and suggest process and system enhancements.
  • Monitor personal Key Performance Indicators and adherence to service level agreements.
  • Perform at a level that assists in attaining overall and team-level performance measures and goals.
  • Stay appraised of service management knowledge and industry best practices.
  • Interface with other IT teams to ensure compliance with cross-team accountabilities.
  • Coordinate with other IT teams to deliver seamless service to customers, and improve personal knowledge to enhance ability to resolve issues accurately.
  • Other duties as assigned.

Specific Responsibilities

Level of education/qualifications normally required:

  • Graduate degree in Computer Science, Engineering or related discipline with an IT focus
  • A+ Certification preferred.
  • MCSA Certification preferred.
  • HDI Certification preferred.

Specific work experience:

  • Broad technical knowledge of IT
  • Understanding of IT services, technology and solutions
  • Work experience in a related industry setting is a plus
  • Work experience at an IT service provider is a plus (delivery level)
  • Work experience with ticketing applications (Service Now) is a plus

Technical / functional skills:

  • Knowledge of existing and emerging hardware and software technologies and IT architectures
  • Strong competency in developing efficient and effective solutions to diverse and complex business problems
  • Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems
  • Ability to develop and implement IT policies and governance
  • Strong analytical, design and development skills including troubleshooting and integration of IT services

Behavioral competencies: 

  • Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
  • Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments
  • High willingness to drive transformation and service improvement
  • Highly self-motivated and directed
  • Keen attention to detail
  • Capability for problem solving, decision making, sound judgment and assertiveness
  • Strong organizational and communications skills
  • Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
  • Foster a customer focused environment delivering exceptional customer service and anticipating future customer needs
  • Effectively examine events, issues and problems and generate optimal solutions in a timely manner
  • Foster a sense of collaboration and work effectively across the organization to achieve goals

Linguistic skills:

  • Excellent English (written & spoken) – other languages specific to business unit are a plus.
  • If the assigned office(s) include those located in the Quebec province, excellent French & English (written and spoken) is required.

Core Systems Supported

  • Microsoft Windows 10 or above
  • Microsoft Office 2016 or above
  • Apple products
  • Printing solutions (desktop and MFD)
  • Active Directory
  • File transfer solutions
  • Microsoft Authenticator (or other two factor authentication protocols)
  • Microsoft Intune (or other Mobile Device Management solutions)
  • Worksite DMS (or other Document Management Systems)
  • Client Management Systems (CMS)
  • Time recording systems
  • Encryption software
  • Dictation recording/transcription software
  • Remote working tools (e.g. VPN, Terminal Services, Citrix)
  • SAP
  • SCCM (reporting, collection management, log analysis)
  • Mimecast email management

Shift Information

  • The IT Customer Service team works an 7am-10pm (ET) shift pattern on a 35 hour work week
  • Candidates must be willing to participate in an ‘out of hours’ hours on-call schedule
  • Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional evening and/or weekend work

Please note that Norton Rose Fulbright Canada requires all Firm members to provide proof of full vaccination against COVID-19 prior to entering the workplace. Applicants who receive an employment offer will be required to provide proof of full vaccination upon arrival to the Firm as a condition of employment. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to religious, medical or other protected grounds. For applicants who require an accommodation, please contact canvanhrtalent@nortonrosefulbright.com to discuss further.

Norton Rose Fulbright

Norton Rose Fulbright is a global legal firm. We provide the world’s pre-eminent corporations and financial institutions with a full business law service. We have more than 3800 lawyers and other legal staff based in more than 50 cities across Europe, the United States, Canada, Latin America, Asia, Australia, Africa, the Middle East and Central Asia.

Recognized for our industry focus, we are strong across all the key industry sectors: financial institutions; energy; infrastructure, mining and commodities; transport; technology and innovation; and life sciences and healthcare.

Wherever we are, we operate in accordance with our global business principles of quality, unity and integrity. We aim to provide the highest possible standard of legal service in each of our offices and to maintain that level of quality at every point of contact.

Norton Rose Fulbright US LLP, Norton Rose Fulbright LLP, Norton Rose Fulbright Australia, Norton Rose Fulbright Canada LLP and Norton Rose Fulbright South Africa Inc are separate legal entities and all of them are members of Norton Rose Fulbright Verein, a Swiss verein. Norton Rose Fulbright Verein helps coordinate the activities of the members but does not itself provide legal services to clients.

Diversity and Inclusion

Diversity is an important firm value. We are committed to providing equal opportunities in employment and to providing a workplace which is free from discrimination and harassment. This means that all job applicants, employees and partners will receive equal treatment regardless of race, colour, ethnic or national origins, sex, marital status, disability, age, sexual orientation, religion or belief.

To apply, please visit the Careers page of our website at www.nortonrosefulbright.com. We thank all candidates for their application, but will be contacting only those whom we select to invite for an interview.

Norton Rose Fulbright Canada LLP has an accommodation process in place that provides accommodations for employees with disabilities. If you are unable to apply for a position online or require any further accommodations during our recruitment process, please contact canvanhrtalent@nortonrosefulbright.com.

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