Support Engineer troubleshooting complex API, integration, and production incidents for OpenAI’s Premium Support customers. Improving reliability through monitoring, runbooks, automation, and postmortems.
About the role
- Technical Support Analyst responsible for daily technical support to end-users at Torys LLP. Engaging in help desk calls, providing desk-side support, and maintaining documentation for efficient operations.
Responsibilities
- Provide day-to-day technical support to end-users
- Respond to help desk calls, emails, walk-in requests
- Provide desk-side support as required
- Responsible for the entry of service requests, incidents and resolutions into Service Management software
- Resolve incidents and problems using remote access software
- Escalate incidents and problems that cannot be resolved over the phone
- Record and maintain documentation and solutions stored in the internal knowledgebase
- Provide and support laptops and mobile devices for end-users
Requirements
- Post-secondary degree or diploma in Technology or equivalent experience
- 3+ years experience in a helpdesk or client support role, preferably within a law firm or professional services firm
- Proficient in MS Office product suite
- Experience with ITIL an asset
- Bilingual (French and English) an asset
Benefits
- Hybrid work model
- Off-hours support on a rotational basis
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