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IT Support Specialist

4 months ago

Cambridge, Canada Septodont Full time

**General information**:
**Reference **:2023-1384

**Position description**:
**Job Title**:
IT Support Specialist

**Company Details**:
Septodont is a leading manufacturer of dental pharmaceuticals and medical devices with a global leadership position in dental pain management. 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 has facilities in Ontario, Montreal, and Pennsylvania. It also has Latin American operations with facilities in Brazil and Colombia. Our Cambridge facility serves as a significant manufacturing site with over 500 employees.

Our Cambridge site also has a subsidiary called Novocol Pharma. We focus on contract development and manufacturing, specialized in sterile injectable cartridge and combination product manufacturing.

We currently have an opening for IT Support Specialist

What we offer:

- Excellent compensation/benefits package.
- Bonus and reward programs
- Discounted gym memberships
- Programs supporting work life balance
- Employee recognition program
- Professional and personal development programs
- Social events and spirit days

**Job Summary**:
**Responsibilities**:

- Provide excellent customer service to ensure success acting as first and second level of support/help desk for internal customers (employees)
- Independently prioritizes and executes work, using the Information Technology ticket system and IT master plan, and proactively tracks and reports on activities and projects.
- 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 delivery 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.
- Acts as a point of escalation (Level 2) for, and mentor to, IT Technicians.
- As a technical expert, the IT Support Specialist plays a key role in the deployment and upgrade projects related to end user devices and productivity tools.
- Ensures onboarding documentation is up to date.
- Assists with maintenance activities for 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.
- Follows information privacy and security guidelines.
- Demonstrates the Company Mission, Vision and Values Statements, policies, and current standard business practices.
- Follows GMP and regulatory requirements, ensuring quality and data integrity standards are met.
- Observes and supports all safety guidelines and regulations.
- Provides recommendations on the selection and implementation of new technologies.
- Performs other related duties and/or special projects as required in the department.

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

- Self-learning and ability to think creatively.
- Independent with a proactive approach to identify and solve complex problems analytically with a tenacious and a positive attitude.
- Be able to take a step back and understand a problem in a holistic way.
- Analytical mind. Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Innovative and critical thinking. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Effective communication skills both verbal and written with the ability to make recommendations and effectively communicate technical information.
- Capability of producing high quality specification and documentation.
- Demonstrates excellent customer service and organizational skills with the ability to handle 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, Information Systems, Network or equivalent
- Relevant Microsoft certification is an asset. (Windows 10, Microsoft 365, Modern device management)

**Experience**:

- Minimum of 3 years of experience in a related role.
- Valid Driver’s license is an asset.
- Valid passport (i.e., eligible to travel internationally 1 or 2 weeks per year).
- Pharmaceutical, food, or cosmetic industry