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Technical Support Specialist

2 months ago

Toronto, Ontario, Canada Apotex Full time

About Apotex Inc.

Apotex Inc. is a global pharmaceutical company that produces 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 is a key member of our IT team, responsible for providing technical support to our corporate end users. This role involves troubleshooting, configuring, and maintaining workstations, printers, and peripherals, as well as providing exceptional customer service.

Key Responsibilities

  • Provide second and third-level support to end-users, responding to technical queries and resolving issues in a timely manner.
  • Configure and maintain workstations, printers, and peripherals, ensuring they meet company standards and guidelines.
  • Investigate and diagnose technical issues, providing effective solutions and workarounds.
  • Update service management software and maintain accurate records of customer interactions.
  • Collaborate with internal customers to understand their IT needs and develop a deep understanding of their business requirements.
  • Contribute to the creation and review of technical documentation, including knowledge articles and work instructions.
  • Participate in the development and implementation of IT processes, policies, and procedures.
  • Work collaboratively with the IT team to achieve business objectives and deliver exceptional customer service.

Requirements

  • University degree in Computer Science or related field.
  • Excellent customer service skills and ability to work with minimal supervision.
  • Strong analytical and troubleshooting skills, with the ability to make decisions and escalate complex issues.
  • Knowledge of Microsoft Office and related automation products, as well as Microsoft Operating Systems and Servers.
  • Ability to learn new technologies and integrate them into current IT processes and landscape.
  • Excellent written and verbal communication skills, with the ability to listen effectively and respond positively to feedback.
  • Ability to work in a fast-paced environment, managing multiple priorities and adapting to change.
  • Team player qualities, including integrity, accountability, adaptability, and motivation.

Experience

  • 5+ years of general customer service experience.
  • 3+ years of experience in a technical customer support position.
  • Prior experience in the pharmaceutical or regulated industry is an asset.