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Global Support Specialist
@Dentons
[Hiring] Global Support Specialist @Dentons
Mar 29, 2025 - Dentons is hiring a remote Global Support Specialist. 💸 Salary: unspecified. 📍Location: Canada.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Global Support Specialist is a member of the Finance Systems Engineering team and is responsible for the triaging, reporting, and oversight of all incidents escalated to the team.
- Support-Centric Focus: Maintain a focus on delivering Service Excellence, by ensuring service levels are met and incidents are handled based on established practices to meet VMA expectations.
- Incident Monitoring: Monitor support queues to ensure tickets are managed against established service levels, including triage, prioritization, assignment, follow-up, and closure.
- Collaboration Across Teams: Collaborate with IT and local VMA teams to ensure the effective support and maintenance of the finance environments.
- Knowledge Sharing: Maintain and expand on knowledge articles to keep them current and relevant.
- One Team Culture: Promote a One Team culture by collaborating closely with VMA teams.
- Support Leadership: Assume a position of leadership when reporting on service levels, support metrics, open issues, and other operational support activities to ensure they remain well organized and managed against established service levels.
- Support Triage & Ticket Handling: Monitor support queues to triage, assign, and ensure tickets are managed in accordance with established service levels and practices.
- Support Monitoring and Reporting: Establish robust practices to monitor support queues to ensure incidents are handled against established practices, and to report on the effectiveness of the support.
- Change Management: Actively participate in global change management processes to ensure the impact to support of the finance environments is always considered.
- Proactive Problem Management: Identify recurring issues to help identify areas where preventative solutions could improve overall reliability.
Qualifications
- A minimum of 6 years of progressive experience working with infrastructure technologies.
- Expertise with service delivery, escalations, and incident/problem handling with a goal of delivering exceptional support.
- Expertise with Elite 3E environments with a focus on support and issue resolution would be a strong asset.
- Expertise with Windows based server infrastructures.
- Practical knowledge of implementation lifecycles, methodologies, tools, and practices.
- Formal IT qualifications or accreditations (for instance, ITIL, Prince 2, MCSE).
- Understanding of standards and frameworks (for instance, SOC2, ISO 27001 and Cyber Essentials).
Requirements
- Excellent written and verbal communication skills in English.
- Ability to negotiate and influence colleagues and stakeholders to achieve successful outcomes.
- Proven ability to build and maintain effective relationships with internal teams and external vendors.
- Strong problem solving and analytical skills, with the ability to clearly explain issues and contribute to resolutions.
- Demonstrates initiative and a proactive approach, with the ability to anticipate needs.
- Possesses commercial awareness and understands the business value of IT investments.
- Capable of decision-making and remaining calm while under pressure.
- Methodical and detail oriented, with a strong focus on accuracy, consistency, and quality.
- Understands the importance of documentation and well-defined procedures.
- Comfortable working under pressure to meet tight timelines, with the ability to adapt to differing demands, prioritize tasks effectively, and ensure 'follow through' on operational issues.
- Committed to carrying out responsibilities in a way that supports the Firms values, equal opportunities, and diversity principles.
- Azure Solutions Architect Expert certification is highly desirable and considered a significant asset.
- ITIL certification and practical experience are highly valued.
- Proven experience working in culturally diverse and geographically distributed environments, fostering collaboration and inclusivity.
Benefits
- We are a truly global law firm and as such, always welcome individuals with foreign language capabilities.
- Additionally, we welcome individuals with a global background including professional experience gained across different geographies.
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| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
💸
unspecified
|
Remote
Location
Canada
|
|
Job Type
unspecified
|
Posted
Mar 29, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
