IT Service Desk Engineer (Level 2)

Job title: IT Service Desk Engineer (Level 2)

Company: TalentVault

Job description: IT Service Desk Engineer (Level 2) Ottawa

About the Role

The IT Service Desk Engineer is the first point of contact for users to log issues, requests and questions regarding end-user computing issues, telecommunications, networks, and in-house applications. Candidates for this position will be expected to deliver and maintain a high level of customer service and have a strong commitment to resolving support issues efficiently and professionally.

The successful candidate must be available to travel to other Canadian offices when required.

Main Responsibilities:

• Responding to incoming calls, self-serve calls and emails to the Service Desk promptly, ensuring a high level of customer service is maintained at all times
• Delivering incoming service requests such as providing access to applications, setting up new equipment, and new user/leaver requests in line with SLAs and KPIs
• Logging and updating calls on the IT Service Desk knowledge base promptly and accurately with the outcomes of problem investigations, diagnosis and solutions
• Responsible for maintenance of the asset inventory, including computer hardware, software, and peripherals such as printers, telephones, and other office technology.
• Ensuring employees are kept updated on any outstanding IT issues with clear and concise communication
• Visiting other offices to assist with the delivery of IT projects or resolve specific IT issues, as required (subject to restrictions)
• Communicating effectively with the IT Team Leader and other colleagues both in Canada and the UK
• Providing cover for absence within the team

• Configure, maintain, and troubleshoot application software, desktop operating systems, PCs, and associated peripherals. Install and configure end-user devices and maintain up-to-date images for various hardware platforms
• Contributing to the Change Management and Problem Management processes
• Working collaboratively with colleagues across the department and internationally, escalating incidents to the 3rd line team when they require additional expertise; or when they cannot be delivered in line with SLAs

Technical Knowledge, qualifications and experience required:

• IT/Technical qualifications (ideally: Windows 10 MCDST certification, MOS and or MPSA certification, or similar)
• Minimum of 3 years’ experience in a similar role
• Previous law firm or professional Partnership experience is preferred
• Knowledge and experience of Microsoft operating systems, Active Directory and experience with Office 365 & Azure Administration (Exchange, Teams, SharePoint, etc.)
• Experience of SCCM & Deploying PC images.
• Experience of working in an ITIL environment
• Basic networking skills e.g. TCP/IP, DNS, DHCP and VPN
• Knowledge and experience of iManage Worksite/Filesite, IP Phone Administration (BluArc), Mobile Device Management and security products (antivirus, disk encryption, USB device control)
• ITIL Foundation Certificate is desirable

Candidates will also be able to demonstrate: * Excellent customer service and client-facing skills

• Strong communication skills – both written and verbal
• Proven analytical and problem-solving abilities
• Ability to work in a high-pressure environment
• A self-motivated and proactive attitude
• Experience of working in a team-oriented, collaborative environment
• Commitment e.g., assisting with overtime and covering shifts
• Good attention to detail
• A flexible and positive approach

Expected salary:

Location: Ottawa, ON

Job date: Thu, 21 Jan 2021 23:08:10 GMT