Support Analyst

at  Whitelaw Twining

Why join us?:
We are currently looking for a dynamic Support Analyst to join our esteemed Calgary team. As a Support Analyst, you will play a pivotal role in delivering tier-1 to tier-2 support for our Calgary office personnel, ensuring seamless resolution of all IT support requests. In this role, you’ll be the primary IT point of contact stationed in our Calgary office, backed by a supportive network of tech personnel located in Vancouver and Calgary. If you thrive in a collaborative environment and possess a passion for providing exceptional IT support, we want to hear from you!

Responsibilities:

• Answers calls and takes appropriate actions to resolve support incidents. Ensures all support requests are logged and tracked within IT’s ticketing system and meet SLA’s. Escalates and coordinates resolution of complex requests to other IT staff and contractors as needed.
• Provides timely support, analysis, and resolution for software, network, and hardware related requests. Perform root cause analysis to resolve problems;
• Orient and train staff and contactors on the effective use of computer equipment, software, and WT IT policies;
• Perform installation, maintenance, upgrades, and repairs to computers, printers, and any other peripherals as required;
• Sets up user accounts, and end user hardware / software. Adds / removes / updates user account information as necessary. Ensures system security is maintained, when performing duties;
• Preparation and assignment of loaner laptops, videoconference and webinar set-up, mobile devices, etc.;
• Setup of meeting room technology;
• Supporting document management system, and office automation software;
• Train staff on the proper use of IT systems. Orientate new staff on IT systems. Create end use documentation;
• Report on support trends, and issues to IT management;
• Testing new applications and/or changes to existing applications;
• Act as the ‘backup’ for Litigation Support staff, and provide software assistance when required;
• Contributes to IT through sharing of ideas, best practices, and industry knowledge;
• Understands IT and firm policies, and ensures they are working within them;
• Other duties as required.

What will help you succeed in this role?:

• A degree or diploma in computer systems;
• Minimum of 5 years of relevant experience in a support role;
• Problem solving skills, ability to analyze, troubleshoot, and resolve technical issues;
• Knowledge of the installation, configuration, and maintenance of computer Windows operating systems (server and workstation);
• Understanding and experience using Azure / AWS;
• Knowledge of enterprise hardware and software;
• Knowledge of IT Service Desk processes, support SLAs;
• In depth (A+ certification) knowledge of desktop, laptop, printer hardware and peripherals;
• Experience with endpoint management tools such as Group Policy, Intune;
• Networking knowledge/skills, including enterprise wireless, switches, firewalls, and VPN;
• Knowledge of email systems and SMTP protocol – Preference given to Exchange 2013+ / Online;
• Experience with VMWare’s ESX platform;
• Experience with SharePoint administration, and content creation;
• Experience with VOIP systems, Cisco Unified Communications, MS Teams Phone;
• Proficient with Microsoft Office;
• Understanding of IT security principles;
• Exceptional customer service;
• Excellent organization, teamwork, and problem solving skills;
• Strong communication skills over the phone, in person, and electronically.

What we offer:

We offer a comprehensive salary and benefits package that is very competitive, together with opportunities for personal and professional growth. Our benefits include:

• a wellness allowance for fitness expenses;
• an annual education/tuition allowance;
• flexible health and dental coverage;
• long term disability insurance;
• personal days to help balance outside commitments;
• employee assistance program;
• casual day every Friday; and
• an outgoing firm culture that provides lots of social opportunities to connect with your co- workers.

About us:
Whitelaw Twining is a highly successful multi-disciplinary firm with a focus on litigation and with offices in Vancouver, Calgary and Toronto providing a full-range of legal expertise. In 2022, we increased the opportunities for our firm and our staff by joining the DWF Group, a global provider of integrated legal and business services.
We are an innovative, passionate team, promoting a professional, supportive and engaging environment to our team members. Since the beginning, we’ve pushed beyond standard litigation to find progressive, creative solutions for our clients.
Whitelaw Twining is extremely proud of its professional work environment that encourages team and social interaction between staff and lawyers. We believe that people work best in a collegial atmosphere where they are empowered to build their careers and make a positive contribution to our work environment

Responsibilities:

• Answers calls and takes appropriate actions to resolve support incidents. Ensures all support requests are logged and tracked within IT’s ticketing system and meet SLA’s. Escalates and coordinates resolution of complex requests to other IT staff and contractors as needed.
• Provides timely support, analysis, and resolution for software, network, and hardware related requests. Perform root cause analysis to resolve problems;
• Orient and train staff and contactors on the effective use of computer equipment, software, and WT IT policies;
• Perform installation, maintenance, upgrades, and repairs to computers, printers, and any other peripherals as required;
• Sets up user accounts, and end user hardware / software. Adds / removes / updates user account information as necessary. Ensures system security is maintained, when performing duties;
• Preparation and assignment of loaner laptops, videoconference and webinar set-up, mobile devices, etc.;
• Setup of meeting room technology;
• Supporting document management system, and office automation software;
• Train staff on the proper use of IT systems. Orientate new staff on IT systems. Create end use documentation;
• Report on support trends, and issues to IT management;
• Testing new applications and/or changes to existing applications;
• Act as the ‘backup’ for Litigation Support staff, and provide software assistance when required;
• Contributes to IT through sharing of ideas, best practices, and industry knowledge;
• Understands IT and firm policies, and ensures they are working within them;
• Other duties as required

What will help you succeed in this role?:

• A degree or diploma in computer systems;
• Minimum of 5 years of relevant experience in a support role;
• Problem solving skills, ability to analyze, troubleshoot, and resolve technical issues;
• Knowledge of the installation, configuration, and maintenance of computer Windows operating systems (server and workstation);
• Understanding and experience using Azure / AWS;
• Knowledge of enterprise hardware and software;
• Knowledge of IT Service Desk processes, support SLAs;
• In depth (A+ certification) knowledge of desktop, laptop, printer hardware and peripherals;
• Experience with endpoint management tools such as Group Policy, Intune;
• Networking knowledge/skills, including enterprise wireless, switches, firewalls, and VPN;
• Knowledge of email systems and SMTP protocol – Preference given to Exchange 2013+ / Online;
• Experience with VMWare’s ESX platform;
• Experience with SharePoint administration, and content creation;
• Experience with VOIP systems, Cisco Unified Communications, MS Teams Phone;
• Proficient with Microsoft Office;
• Understanding of IT security principles;
• Exceptional customer service;
• Excellent organization, teamwork, and problem solving skills;
• Strong communication skills over the phone, in person, and electronically