The IT Technician is accountable to the IT Manager, Service & Support - Americas.  The position is responsible for providing support and service delivery of end user computing. The IT Technician is the voice and face of the IT Department and provides customer centric service delivery and help desk support in accordance with the requirements outlined in Standard Operating Procedures (SOPs) and Good Manufacturing Practices (GMPs).  

• Provide excellent customer service to ensure success acting as the first level of support/help desk for internal customers (employees), prioritizing and reporting work using the Information Technology ticket system.
• 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.
• Perform the maintenance / troubleshooting, and configuration, as well as repairs / upgrades of end user devices (including mobile devices) and software
• Participates in the onboarding of new employees ensuring all tools and technologies are properly prepared and trained.  
• Accountable for monitoring the inventory of IT supplies (i.e. computer hardware, accessories, printer/copier supplies) and maintaining stock as needed. 
• Independently prioritizes and executes work, using the Information Technology ticket system and IT master plan, and proactively tracks and reports on activities and projects. 
• Assists with management of 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. 
• Provides recommendations on the selection and implementation of new technologies. 
• Demonstrates the Company Mission, Vision and Values Statements, policies, and current standard business practices. 
• Follows GMP and regulatory requirements, and ensures quality and data integrity standards are met. 
• Follows information privacy and security guidelines. 
• Observes and supports all safety guidelines and regulations.
• Performs other related duties and/or special projects as required in the department. 
   

Education

• Bachelor's Degree in a Computer Science or Information Systems, or diploma in Network Engineering or equivalent
• Relevant Microsoft certification is an asset. 

Experience

• Minimum of 1 year of experience in a related role.
• Valid Driver's license is an asset.
• Valid Passport and ability to travel internationally.
• Pharmaceutical, food, or cosmetic industry experience is an asset.
• Self-learning
• Independence with a proactive approach to solving problems analytically; innovative thinking and meeting challenges tenaciously with a positive attitude.
• Effective communication skills both written and verbal, with the ability to communicate technical information.
• Demonstrates excellent customer service and organizational skills with the ability to manage 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. 

Compensation

Starting at approximately $52,000.00 CAD with opportunity for increase based on qualifications and experience.  Total rewards include comprehensive benefits, bonus eligibility, and professional development support. 

What we Offer:

• Excellent compensation/benefits package 
• RRSP Program
• Discounted gym memberships 
• Programs supporting work life balance (EAP)
• Corporate Discounts and PERKS
• Employee recognition program
• Social events and spirit days 

We are committed to diversity and inclusion and thank all applicants in advance; however, we will be corresponding only with those selected for an interview.  Candidates interviewed will receive (notification of) a decision within 45 days.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we are committed to providing an inclusive and barrier free recruitment and selection process.