Technical Support Engineer managing complex customer support cases related to Informatica P360. Collaborating with teams to resolve issues and maintain customer satisfaction.
About the role
- Technical Support Specialist in Dentons' Montreal office providing IT support with a focus on client service and technical expertise.
Responsibilities
- 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
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