IT Technician

**General information**:
**Reference **:2023-1339

**Position description**:
**Job Title**:
IT Technician

**Company Details**:
Septodont is a leading manufacturer of dental pharmaceuticals and medical devices. The French-based company employs over 2,000+ people globally. We have six manufacturing plants in France, India, North and South America, and an international distribution network that is dedicated to serving the needs of dental professionals in more than 150 countries. Our North American operations have facilities in Ontario, Montreal, and Pennsylvania. It also has Latin American operations with facilities in Brazil and Colombia.

Our Cambridge, Ontario site is also home to our Novocol Pharma division, which focuses on contract development and manufacturing, specialized in sterile injectable cartridge and combination product manufacturing.

Our employees are our number one asset

We offer developmental opportunities, excellent compensation and benefit programs, discounted gym memberships, work/life balance programs, employee recognition, social events and spirit days.

The company has an opening at its sterile injectable manufacturing facility in Cambridge, Ontario for an IT Technician

**Job Summary**:
The IT Technician is accountable to the IT Manager, Service & Support - Americas. The position is responsible for providing support and service delivery of end user computing. The IT Technician is the voice and face of the IT Department and provides customer centric service delivery and help desk support in accordance with the requirements outlined in Standard Operating Procedures (SOPs) and Good Manufacturing Practices (GMPs).

**Internal Application Information**:
This position is a level 7.

**Responsibilities**:
**RESPONSIBILITES**:

- Provide excellent customer service to ensure success acting as the first level of support/help desk for internal customers (employees), prioritizing and reporting work using the Information Technology ticket system.
- Escalates issues internally and/or with external vendors when required to ensure timely resolution.
- Participate in continuous improvement activities related to service delivery and the end user experience.
- Models expected behaviours, supporting a service excellence culture:

- Seeing everything through the lens of the customer.
- Paying attention to the physical environment because everything speaks.
- Providing service delivery that will create service wows.
- Perform the maintenance / troubleshooting, and configuration, as well as repairs / upgrades of end user devices (including mobile devices) and software
- Participates in the onboarding of new employees ensuring all tools and technologies are properly prepared and trained.
- Accountable for monitoring the inventory of IT supplies (i.e. computer hardware, accessories, printer/copier supplies) and maintaining stock as needed.
- Independently prioritizes and executes work, using the Information Technology ticket system and IT master plan, and proactively tracks and reports on activities and projects.
- Assists with management of on-premise servers and systems (at the manager’s discretion).
- Participates in daily monitoring program, escalating incidents or significant warnings in a timely manner including monitoring security incidents, executing IT Security playbooks and ensure that incidents related to security are properly prioritized and escalated.
- Provides recommendations on the selection and implementation of new technologies.
- Demonstrates the Company Mission, Vision and Values Statements, policies, and current standard business practices.
- Follows GMP and regulatory requirements, and ensures quality and data integrity standards are met.
- Follows information privacy and security guidelines.
- Observes and supports all safety guidelines and regulations.
- Performs other related duties and/or special projects as required in the department.

**Qualifications**:
**KEY COMPETENCIES**:

- Self-learning.
- Independence with a proactive approach to solving problems analytically; innovative thinking and meeting challenges tenaciously with a positive attitude.
- Effective communication skills both verbal and written with the ability to make recommendations and effectively communicate technical information.
- Demonstrates excellent customer service and organizational skills with the ability to manage multiple priorities.
- Comfortable working in a high demand / fast paced business environment
- Team player, open-minded, flexible.
- Must be available to work on all shifts including by way of on-call rotation.
- Bi-lingual English / French or Portuguese is an asset.

**BASIC REQUIREMENTS**:
**Education**
- Bachelor’s degree in Computer Science or Information Systems, or diploma in Network Engineering or equivalent.
- Relevant Microsoft certification is an asset.

**Experience**
- Minimum of 1 years of experience in a related role.
- Valid Driver’s license is an asset.
- Valid passport (i.