IT Technician

Company detail

Grow with us! Septodont is a global leader in dental pharmaceuticals and medical devices, employing over 2,000 people worldwide and operating six manufacturing plants across France, India, North and South America. With an international distribution network serving dental professionals in more than 150 countries, Septodont is committed to improving patient care globally.

In North America, our operations include facilities in Ontario, Quebec, and Pennsylvania. Our Cambridge, Ontario site is home to Novocol Pharma – a thriving center of innovation with over 40 years of expertise in sterile injectable cartridges and combination product manufacturing. Backed by a team of 693 dedicated professionals and modern facilities, we deliver high-quality, customer-focused solutions to partners around the world.

Join us and be part of a company that values integrity, collaboration, and the drive to make a real difference. Together, we are shaping the future of patient care and improving lives every day.

We have an opportunity for an IT Technician.

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.
• Performthe maintenance / troubleshooting, and configuration, as well as repairs / upgrades ofenduserdevices(including mobile devices) and software
• Participates inthe onboarding of new employees ensuring all tools and technologies are properly prepared and trained.
• Accountable formonitoringtheinventory ofIT supplies (i.e.computer hardware, accessories, printer/copier supplies) andmaintainingstockas needed.
• Independently prioritizes and executes work, using the Information Technology ticket system and ITmaster plan, and proactively tracks and reports on activities and projects.
• Assists with management ofon-premiseservers and systems (at the manager’s discretion).
• Participates in daily monitoring program,escalating incidents or significant warningsin a timely mannerincludingmonitoring security incidents,executing IT Security playbooksand ensure that incidents related to security are properly prioritized and escalated.
• Providesrecommendations on theselectionand implementation ofnew 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 integritystandards are met.
• Follows information privacy and security guidelines.
• Observes and supports all safety guidelines and regulations.
• Performs other related duties and/or special projects asrequiredin 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…