Job Description

Join the ranks of Stikeman Elliott, one of the most distinguished and respected corporate law firms in Canada. Our Toronto office located in the heart of the financial district, with prime access to public transit, makes it ideal for commuters. Voted one of the Best Employers in Canada for 15 years, Stikeman Elliott is always seeking to recruit the best and the brightest talent.

We are looking for a customer service-oriented Audio Visual & Collaboration Analyst to join our dynamic, talented and friendly team in downtown Toronto. In this first-level technical role, you will be responsible for all meeting collaboration technology, both in boardrooms including video conference, projectors, laptops, large LCD screens and smartboards, and for web-based meetings including virtual collaboration tools such MS Teams, Zoom, and WebEx.

The Audio Visual & Collaboration Analyst will also be responsible for purchasing, set-up, maintenance and support of desk phones (including VoIP desk phones) and mobile phones for all Stikeman offices. The Analyst will also support the Service Desk and respond to helpdesk call tickets requiring second-level support.

Hours of Work (on-site) Monday to Friday, 9:00 am - 5:00 pm ( schedule to be discussed).

Key Responsibilities:

• Responsible for coordinating the connection of all audio and video conference meetings.
• Responsible for assisting internal and external clients with all technology requests in boardrooms.
• Responsible for maintaining inventory of technology in boardrooms.
• Responsible for setting up virtual meetings and events, identifying the appropriate technology required, setting it up and monitoring with vendors and clients.
• Appraises the Telecom and Security Manager regularly, informing them of the status of all ongoing projects and unresolved tickets.
• Monitor ServiceNow ticket queues as needed for client issues providing timely interaction and resolution or escalation. Logs in the call software and ticketing system, ensuring the completion of all assigned tickets. Escalates tickets to third-level support when required according to best practices.
• Installs, troubleshoots and upgrades Mobile devices for all Stikeman offices.
• Maintains and administers mobile devices using MDM (e.g. MS Intune).
• Responsible for maintaining inventory of mobile devices.
• Responsible for ordering/cancelling Mobile devices and accounts for all Stikeman offices.
• Responsible for processing all Mobile device-related invoices for all Stikeman offices.
• Works with vendors to resolve all Mobile device account issues.
• Analyzes and makes recommendations about current and future user requirements, procedures, problems and develops innovative, cost-effective technology-based solutions to improve and support the firm’s technology.
• Ability to review end of life (EOL) device lifecycle.
• May perform other duties, as assigned, within the nature and level of the job.

Skills and Abilities:

• Strong oral and written communication skills, and ability to use skills with all members of the firm, vendors and clients.
• Solid understanding of customer service quality principles and embodies a high level of professionalism.
• Proven organizational skills and time management capabilities.
• Excellent analytical and troubleshooting skills (ability to isolate causes of potential problems and ability to determine appropriate solutions).
• Solid team player, with the ability to act on their own initiative.
• Must be detail-oriented and have excellent record management skills.
• Must have the capacity to learn and apply new skills quickly.

Qualifications:

Knowledge and Experience:

• Bachelor's Degree or College Diploma in Information Technology or a related field.
• Excellent understanding of Windows 11 Microsoft operating system and Microsoft 365 applications.
• Experience in providing Application support in a complex environment.
• Strong knowledge of Conferencing system management such as Cisco Webex, Cisco Telepresence, Polycom presence or other and Boardroom audio visual solutions such as Crestron, Poly, and Logitech.
• Must understand wireless communications, iOS and Android mobile devices.
• Knowledge of operation of video conferencing systems, computer/overhead projectors, TV/VCR, telephones (incl. Polycom units), cameras (standard, digital and video) and more.
• Experience with using ServiceNow as a ticketing system is a plus.

Salary Range (Toronto Only):

$55,000- $60,000 annually.

The position is for an existing vacancy.

Please Note: Our firm has a COVID-19 Vaccination Policy which requires all firm members to be fully vaccinated with a Health Canada approved COVID-19 vaccine. You will not be asked to disclose your vaccination status during the interview process. If you are offered employment, you will find a vaccination clause in your offer of employment providing that prior to commencing any employment with the Firm, you must be fully vaccinated for COVID-19 and provide proof of a Health Canada approved COVID-19 vaccination. The Firm will make reasonable accommodation efforts if you cannot be vaccinated due to medical, religious, or other grounds to the extent protected by applicable human rights legislation.

Stikeman Elliott is committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment process.