Desktop Applications Support Specialist

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.

S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.

Osler prides itself on attracting and maintaining some of the brightest talent in the legal field. Our lawyers, students, management and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas.

Osler is a dynamic and exciting place to begin a career or carve out a new path. We care about our staff and the working environment here proves it.

Reporting to the Manager, the Desktop Applications Support Specialist will actively manage and monitor Firm applications and associated services through expert understanding of technologies and principles of software application support, system administration, and service delivery.

Lead troubleshooting activities for complex technical issues. Coordinate and perform service design, software installations, upgrades and configuration.

Provide deployment, production support and 2nd level support.

Major Responsibilities :

• Implementation of complex, business critical application systems in an enterprise environment and to provide support to high service levels that facilitate the effective utilization of application systems and services
• Assessment and implementation of continuous improvement activities including new support tools and automation including windows scripting.

Lead team members and assist in complex technical tasks where breadth and experience can be utilized fully

• Provide insights into stability and availability of the applications and services. Anticipate future demands and growth by working closely with the Manager, Desktop Applications and Senior Manager, Application Services
• Document processes, procedures, architecture and tools descriptions.
• Work closely with internal IS groups and vendors to identify and resolve integration, compatibility, configuration, and connectivity issues across services and applications.

As a technical resource, the role would act as an escalation point for complex or high risk technical issues. Provides escalation support as required.

• Develop and coordinate the plan and effort for installing and upgrading applications and related services with internal IS resources and trainers, and keep key stakeholders and IS management up to date.
• Lead evaluation, implementation and deployment of emerging applications and services, providing recommendations to the Firm and end users.
• Abides by all Firm policies including the policy on confidentiality
• Manage and monitor Firm information systems and related applications. Actively ensure healthy operations of applications and related systems involving desktops, servers, and other software systems.
• Performs all other duties as assigned

Position Requirements :

Education and Experience

The position requires a university degree in Computing, Computer Science, Software Engineering or Mathematics and a minimum of 5 years of experience working in a technical systems or application administrator role.

An equivalent combination of education and experience may be acceptable.

Knowledge and Skills

• Prior production support experience supporting Windows Desktop, Windows Server, SQL Server, and Internet Information Server in large scale operations / production enterprise environment
• Expert knowledge working with Windows and deployment technologies such as MECM task sequence, msi and infrastructure environments
• Exprt proficiency working with Windows scripting languages for deployments and application automation using PowerShell and other related technologies
• Strong understanding and working knowledge of Active Directory and Group Policy Objects
• Strong knowledge of hybrid deployments including technologies related to Microsoft Autopilot, Intune, and Intune co-management for Windows OS and applications deployments
• Strong knowledge of Windows Registry, WMI, remote invocation
• SQL skills including ability to develop and execute basic SQL queries involving joins and filters for the purposes of application monitoring and troubleshooting
• Demonstrated proficiency with windows scripting languages and batch processing for automation
• Strong analysis and customer service skills with sound problem solving, judgment and decision-making skills
• Excellent teamwork, communication, and documentation skills
• Ability to multi-task and set priorities
• Knowledge of legal applications and services preferred, in addition to enterprise infrastructure including : Citrix XenApp, Remote Desktop Services, Profile Virtualization, Virtual Applications, Active Directory partitions, group policy

For the safety of firm members and visitors, Osler is committed to complying with the recommendations of public health authorities, including with respect to adopting mandatory vaccination policies.

Employment at Osler is therefore conditional on complying with any vaccination policies that Osler may adopt from time to time in response to the recommendations of public health authorities.

We are currently working in a hybrid work arrangement, which includes a requirement to work primarily in the office and flexibility to work remotely up to 2 days per week.

Accessibility and Accommodation

We thank all applicants for their interest in Osler; however, only chosen applicants will be contacted. Osler is committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures.

Accommodations are available upon request for candidates in all phases of the selection process.

Background and Reference Checks

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment and educational verifications.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canada's leading law firms, please reply in confidence with a cover letter and résumé by the closing date.

No agencies or phone calls / emails please.

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