Technical Support Analyst
4 weeks ago
About Apotex Inc.
Apotex Inc. is a globally recognized Canadian health organization dedicated to producing high-quality, affordable pharmaceuticals for patients worldwide. With a workforce of nearly 7,200 employees engaged in manufacturing, research and development, and commercial operations, Apotex ensures that its medications are accessible in over 75 countries. The company emphasizes vertical integration to enhance the development and distribution of generic, biosimilar, and specialty products.
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Job Overview
The End User Computing Analyst plays a crucial role in delivering second and third-level support for corporate computing devices, virtual desktop infrastructure, and various IT services. This position is responsible for providing technical assistance in accordance with established standards and protocols to install, configure, troubleshoot, upgrade, and maintain workstations, printers, and peripherals. The analyst will manage service requests through a ticketing system, ensuring that customer expectations are met by delivering exceptional service to end users.
Key Responsibilities
- Deliver second and third-level support for end-user computing systems, with potential travel between locations;
- Facilitate the movement and delivery of computing devices;
- Set up computers and applications in line with established standards;
- Diagnose and resolve incidents, ensuring a superior customer experience;
- Conduct investigations on problem tickets to identify resolutions or workarounds;
- Maintain the service management software in compliance with GIS processes;
- Regularly communicate with customers to update them on progress and escalate issues as needed;
- Complete special projects or tasks as assigned by the Team Leader;
- Provide on-call support according to the rotation schedule;
- Ensure timely and accurate completion of assigned tasks;
- May oversee daily operations within the team and assign tasks to other members;
- Occasionally act as a Problem Coordinator to manage investigations into root causes of issues, identify workarounds, and follow up for permanent solutions;
- Utilize advanced problem-solving skills to investigate root causes, resolve issues directly, or recommend actions for escalation;
- Address complex queries and provide technical and business process guidance within their area of expertise;
- Proactively offer technical coaching to team members and foster a positive team environment;
- Develop and maintain strong relationships with internal customers to understand their IT needs and enhance knowledge of their business operations;
- Contribute to the creation and review of technical documentation, including Knowledge Articles and work instructions, and suggest improvements to IT processes and standards;
- Exhibit personal leadership qualities, committing to ongoing professional development and continuous learning;
- Be prepared to work flexible hours, including 24/7 availability when necessary;
- Collaborate safely as a team member to achieve all objectives;
- Demonstrate behaviors that reflect our organizational values: Collaboration, Courage, Perseverance, and Passion;
- Adhere to all compliance programs, including Global Business Ethics and Compliance, Global Quality policies, Safety and Environment policies, and HR policies;
- Perform other relevant duties as assigned.
Qualifications
Education
- University degree in Computer Science or equivalent post-secondary education in a related field;
Knowledge, Skills, and Abilities
- Exceptional customer service skills;
- Ability to lift up to 20 kg;
- Valid G driver's license;
- Familiarity with ITIL foundation, Agile, and Scrum methodologies is advantageous;
- Self-motivated and capable of working independently;
- Ability to maintain composure in high-pressure situations;
- Strong knowledge of current Microsoft Office versions, Microsoft Operating Systems (both server and workstation), Microsoft Servers, Security Products, Exchange, VPN, PowerShell, and VB scripting;
- Proficient analytical and troubleshooting skills with a proven ability to make informed decisions;
- Adept at learning and integrating new technologies (VDI, SCCM) into existing IT frameworks;
- Excellent written and verbal communication skills, with the ability to listen effectively and create a collaborative work environment;
- Ability to positively address complaints and manage challenging customer interactions;
- Willingness to embrace change with enthusiasm;
- Strong organizational and time management skills, capable of handling multiple priorities in a dynamic environment;
- Team-oriented qualities including integrity, accountability, adaptability, and motivation.
Experience
- 5+ years of general customer service experience;
- 3+ years in a technical customer support role;
- Previous experience in the pharmaceutical or regulated industry is a plus.
At Apotex, we are dedicated to creating an inclusive and accessible work environment where all employees feel valued, respected, and supported.
Apotex provides accommodations for applicants with disabilities as part of its recruitment process. If you are contacted to arrange an interview or testing, please inform us if you require any accommodations.
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