Technical Support Specialist

Dentons is designed to be different. Our firm leads the way in a rapidly changing legal marketplace. We challenge the status quo and deliver consistent results as well as uncompromising quality and value to our clients. Our global presence is renowned with over 21,000 individuals in more than 200 offices across 80 countries.
Dentons Canada is committed to its people and communities. We are consistently recognized as an employer of choice having received numerous awards including being selected as one of Canada’s Top 100 Employers (2024); Canada’s Top Employers for Young People (2024); Alberta Top 80 Employers (2024), Canada’s Best Diversity Employers (2023); Mansfield Rule 4.0+ Certification; Chambers Diversity & Inclusion Awards, North America 2021; and Canada Law Awards for Pro Bono Initiative of the Year 2021.
This role is an opportunity for you to join the world’s largest law firm, a firm that offers opportunities to build your career while growing your skills and deepening your expertise.

Position Summary
Dentons Canada LLP is currently recruiting for a Technical Support Specialist for our Edmonton office. The Technical Support Specialist provides world-class client service and Technical Support. The Technical Support Specialist plays a critical role in supporting our clients' IT needs with a "white glove" approach. The position will report directly to the Technical Support Lead.

Responsibilities

• Provide full range of IT support (Windows 10, Office 365, Imanage, mobile devices) in line with "service excellence" and global standards to users in the Edmonton 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 Edmonton 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 Edmonton 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 Edmonton 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 Edmonton 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 Edmonton 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 Edmonton office.
• Adhere to all local and regional IT operational standards and procedures.
• Other duties, as assigned, to fully meet the requirements of the position.

Experience & Qualifications

• 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

• We thank all applicants who apply, however only candidates selected for an interview will be contacted.

At Dentons we are committed to offering equitable and competitive pay, we achieve this by aligning internal salary ranges for specific roles to similar positions in the external market. In the normal course, our practice is to hire, transfer and promote employees within the entry part of our range, adjusting as needed based on the prior experience, skills and competencies required for the role along with any market differentials. Rest assured the full salary range is competitive and within the range paid for similar positions in the external market.

Recognizing our exceptional talent means providing a comprehensive total rewards package beyond a competitive salary. We have prudently curated our employee benefits portfolio to offer inclusive and comprehensive wellbeing and developmental programs for our people. With extended benefits and mental health plans, paid time off, savings plans, fitness subsidy, parental leave top up and more, our benefits are flexible, aligned to our core values and supports the various needs of our people. Additionally, our personal and professional development programs include people networks, mentorships, and leadership series programming to help people grow their career.

Note: Availability of the benefits and perks may be subject to your location and employment type and may have certain eligibility requirements. Dentons reserves the right to alter these programs and offerings in whole or in part at any time without advance notice.

Equal Opportunity Statement

At Dentons Canada, inclusion, diversity and equity (ID&E) are not just ancillary values, they are foundational to our business. We believe that ID&E is essential to the shared success of our team and our clients. Our forward-thinking and inclusive culture supports the professional development of all our people, enhances the leading services we offer to our clients, and informs our commitment to make a positive impact in the communities where we live and work. As a testament to our commitment to ID&E, we have been recognized as one of Canada’s Best Diversity Employer’s for 12 consecutive years (2011-2022), as well as one of Canada’s Top Employers for Young People (2022) for the fifth time.

Dentons Canada is an equal opportunity employer and we welcome your application. All employment decisions, including hiring, will be made without regard to age, ancestry, citizenship, colour, creed, disability, ethnic origin, family status, gender assigned at birth, gender identity, marital status, place of origin, race, sexual orientation or any other characteristic protected by applicable human rights legislation.

We are committed to providing you with an inclusive, barrier-free and accessible workplace to support your success. Should you require accommodation during the recruitment process, for example as a result of a disability, please contact us at careers.canada@dentons.com.