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Technical Support Specialist
2 months ago
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 SummaryThe 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.
- 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.
- 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.
