Bilingual IT Support Rep

Company Information

McCarthy Tétrault is Canada’s leading full-service law firm, advising on many of the largest transactions and cases in Canada and internationally. We take pride in being able to offer our clients integrated solutions from some of the best and brightest legal minds in the country. To back this promise, we have identified recruiting as a top priority. We take a comprehensive approach by looking beyond our current needs to the skill sets and expertise necessary to maintain our competitive position well into the future.

So why come to McCarthy Tétrault? Unlike more conventional law firms, we operate as a business, which gives us the flexibility to adapt to the realities of our business clientele. Our success as lawyers no longer depends only on our expertise but on our ability to think — and act — like our clients and be true 'partners' with them. Our client approach is one of our unique selling features.

Many potential candidates also find the superior working environment we offer as a tier-one law firm very appealing. McCarthy Tétrault also provides the tools and opportunities integral to success.

McCarthy Tétrault is Canada’s leading full-service law firm, advising on many of the largest transactions and cases in Canada and internationally. We take pride in being able to offer our clients integrated solutions from some of the best and brightest legal minds in the country. To back this promise, we have identified recruiting as a top priority. We take a comprehensive approach by looking beyond our current needs to the skill sets and expertise necessary to maintain our competitive position well into the future.

So why come to McCarthy Tétrault? Unlike more conventional law firms, we operate as a business, which gives us the flexibility to adapt to the realities of our business clientele. Our success as lawyers no longer depends only on our expertise but on our ability to think — and act — like our clients and be true 'partners' with them. Our client approach is one of our unique selling features.


Many potential candidates also find the superior working environment we offer as a tier-one law firm very appealing. McCarthy Tétrault also provides the tools and opportunities integral to success.


Job Description

Duties & Responsibilities

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 Organization 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.Participate in interdepartmental project teams.
14.Manage requests for loaner notebooks and other equipment including setup and testing.
15.Refresh PC’s as needed.
16.Occasionally communicate with 3rd party vendors to resolve application and hardware error issues when necessary.
17.Direct end users to appropriate self support tools and/or handouts.
18.Provide remote access (home) telephone support.
19.Flexible work hours during the week, weekends and statutory holidays.


Qualifications:

1.Diploma in Computer Systems, Systems Administration, or related technical discipline.
2.A minimum of 3 years work experience as a Support Representative is preferred but must have some previous work experience.
3.PC, Laptop, Scanner and Printer hardware troubleshooting experience.
4.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.
5.Professional Services experience an asset.


Required Skills:

1.Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
2.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.
3.Client service oriented. Must be able to be productive while working alone or in a team environment.
4.Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
5.Patience, flexibility and an ability to deal with and manage difficult situations.
6.Willingness to work under pressure; willingness to learn new software applications.
7.Bilingual French verbal and written an asset.


If you are interested, and qualified, please apply online at www.brainhunter.com.


Please note that only qualified candidates, that are selected, will be contacted. ZY:IT - Technology


Contact Information
Company Name Zylog Systems (Canada) Ltd.