Technical Support Specialist

5 days ago

Richmond Hill, Ontario, Canada Apotex Full time
About Apotex Inc.

Apotex Inc. is a global health company that specializes in the development and sale of high-quality, affordable medicines for patients worldwide. With a presence in over 75 countries, Apotex employs a diverse team of professionals in manufacturing, research and development, and commercial operations.

Job Summary

The End User Computing Analyst plays a critical role in providing technical support to corporate end users, ensuring seamless access to IT services and infrastructure. This position requires a strong technical background, excellent customer service skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities
  • Provide second and third-level technical support to end users, troubleshooting and resolving issues in a timely manner.
  • Configure and maintain workstations, printers, and peripherals, adhering to established standards and guidelines.
  • Investigate and diagnose incidents, providing effective solutions and workarounds.
  • Update the Service Management software in accordance with GIS processes.
  • Monitor and communicate regularly with customers, escalating issues as necessary.
  • Complete special projects and tasks assigned by the Team Leader.
  • Provide on-call support as per the rotation schedule.
  • Deliver assigned work accurately and on time.
  • Act as a queue manager, overseeing daily work and assigning tasks to team members.
  • Utilize advanced problem-solving techniques to identify root causes and resolve issues.
  • Respond to complex queries and provide technical advice and guidance.
  • Develop and maintain working relationships with internal customers, understanding their IT needs and delivering tailored solutions.
  • Contribute to the creation and review of technical documentation, recommending improvements to IT processes and policies.
Requirements
  • University degree in Computer Science or related field.
  • Excellent customer service skills and ability to work effectively in a team environment.
  • Strong technical knowledge of Microsoft Office, Microsoft Operating Systems, and related technologies.
  • Ability to lift 20 kg and possess a valid G driver's license.
  • ITIL foundation, Agile, and Scrum knowledge is an asset.
  • Self-starter with strong analytical and troubleshooting skills.
  • Excellent written and verbal communication skills.
  • Ability to deal with complaints and negative behavior from customers.
  • Good organizational and time management skills.
  • Team Player qualities: integrity, accountability, adaptability, and motivation.
Experience
  • 5+ years of general customer service experience.
  • 3+ years of technical customer support experience.
  • Prior experience in the pharmaceutical or regulated industry is an asset.

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