Technical Support Specialist

2 months ago

Golden Horseshoe, Canada APOTEX Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Apotex Inc. as an End User Computing Expert. In this role, you will provide second and third-level support to our corporate end users for computing devices, virtual desktop infrastructure, and other IT services.

Key Responsibilities
  1. Technical Support: Provide technical support to end users, troubleshooting and resolving issues with computing devices, printers, and peripherals.
  2. Incident Management: Investigate, diagnose, and resolve incidents, providing excellent customer service and ensuring timely resolution.
  3. Problem Ticket Investigation: Perform problem ticket investigation, identifying root causes and implementing workarounds or permanent resolutions.
  4. Service Management: Update the Service Management software in accordance with GIS processes, ensuring accurate and timely reporting.
  5. Customer Liaison: Liaise regularly with customers to keep them informed of progress and findings, escalating issues as necessary.
  6. Special Projects: Complete special projects or tasks assigned by the Team Leader, demonstrating flexibility and adaptability.
  7. On-Call Support: Provide on-call support as per the rotation schedule, ensuring seamless service delivery.
  8. Team Collaboration: Collaborate with the team to deliver assigned work accurately and on time, demonstrating strong communication and teamwork skills.
Requirements

To be successful in this role, you will require:

  • Education: A university degree in Computer Science or Post-Secondary education in Computer Science or a related field.
  • Knowledge and Skills: Excellent customer service skills, strong analytical and troubleshooting skills, and the ability to learn new technologies and integrate them into current IT processes.
  • Experience: 5+ years of general customer service experience and 3+ years in a technical customer support position, with prior experience in the pharmaceutical or regulated industry being an asset.
About Apotex

Apotex Inc. is a Canadian-based global health company that produces high-quality, affordable medicines for patients around the world. We are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected, and supported.

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