Job Description

In office - 6-month contract

This role will apply extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways and has a comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems. Work is completed with minimal supervision and assignments may be completed without established procedures. This role will provide mentoring and guidance to other employees.

You will be focusing on:

Serve as IT liaison to assigned office(s), providing technical assistance to end users. Ensure timely resolution of issues or escalate to higher-level teams. Develop and manage relationships between IT teams and internal clients/partners. Assists in the management of asset inventory. Identify and leverage IT synergy potentials across business units. Act as Single Point of Ownership for multi-tier incident resolution. Be the Single Point of Communication for escalated incidents and requests. Work with stakeholders and project teams to prioritize requirements. Participate in trials and piloting of new tools; provide support in testing procedures. Manage assigned IT Service Support Technicians and assign tickets accordingly. Maintain awareness of current and proposed technology issues within the business unit. Look for opportunities to leverage technology to achieve business unit objectives. Stay abreast of new technologies to provide a competitive edge. Maintain regular communications with national IT staff and local business leadership. Create, distribute, and update training guides and knowledge base solutions. Provide technical support during implementations and upgrades to production systems. Build and maintain strong relationships up to senior management level. Establish and maintain positive and effective work relationships with co-workers, leaders, and customers. Provide leadership within the team and assist with training and mentoring other IT Service Support Technicians. Lead Customer Expectation management as part of the escalation process. Adhere to departmental standards and ensure appropriate use of information systems. Perform reporting and administrative functions as required. Provide assistance in the morning in the phone queue as an FR technician.

What you bring to the role:

College Graduate with a focus in Information Technology. A+ Certification preferred. ITIL Foundations V4 Certification Broad technical knowledge of IT Understanding of IT services, technology and solutions End User services experience (5+ years) managing small teams Work experience in a related industry setting is a plus Work experience at an IT service provider is a plus Experience in Major Incident Management
Norton Rose Fulbright is a large international legal practice with multiple offices around the world. Its clientele is also international, so we must be able to provide services in English and in French. As a result,

a good working knowledge of both languages is required,

since you will communicate frequently with managers or colleagues in other provinces or countries.

Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!

As part of a global legal practice, Norton Rose Fulbright Canada embrace a culture of excellence and client service, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.


To find out more about how we integrate diversity, equity and inclusion in everything we do please click Diversity, equity and inclusion | Canada | Global law firm | Norton Rose Fulbright .


If you require any reasonable adjustments during the recruiting process, please inform us in the recruitment application. We will contact you to further discuss your need.


Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact us to discuss further.

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