Service Desk Technician – Varennes, Quebec

Title: Service Desk Technician
Reports to: Sr. Director, IT
Location(s): Varennes, Quebec
Status: Permanent Full-Time

ABOUT MIRAVO HEALTHCARE

Miravo is a Canadian focused, healthcare company with global reach and a diversified portfolio of commercial products. The company’s products target several therapeutic areas, including pain, allergy, neurology and dermatology. Miravo’s head office is located in Mississauga, Ontario, the international operations are located in Dublin, Ireland, and its manufacturing facility is located in Varennes, Quebec. As a fully integrated pharmaceutical manufacturer, the facility offers expertise in the following areas: manufacturing, packaging, quality assurance, validation, quality control (including a microbiology laboratory) as well as logistics.

JOB SUMMARY

The Service Desk Technician provides technical support to Miravo employees and is the first IT point of contact who identifies, troubleshoots, resolves, or escalates Help Desk tickets as needed. The position manages the Help Desk ticketing system and aligns with the Sr. Director of IT in support of IT initiatives, projects, and corporate objectives. Working closely with Corporate IT, the position will be exposed to a hybrid on-premises virtual infrastructure and Azure/Office 365 environment with traditional desktop applications, cloud/SaaS infrastructure and automation and scripting. As the local technical resource for the Varennes manufacturing facility, this role requires the individual to work with several departments outside of IT on a regular basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Represents Corporate IT in a professional and friendly manner.
• Manages Help Desk ticketing system and provides first level phone, remote, and local support for employees across all sites.
• Manages inventory of IT assets, both hardware and software.
• Installs, configures, deploys, and archives computer equipment.
• Trains End-users on the use of desktop applications and technologies.
• Supports various departmental and site-specific applications and IT systems such as GxP Lab specific software, Content/Document Management Systems, and Finance Systems.
• Is proactive by monitoring the general health of the network infrastructure daily for optimization and early detection of issues and potential problems.
• Writes clear, concise, and accurate documentation for IT systems, Help Desk support requests, and technical assignments or projects assigned by the IT Department.
• Assists the IT department in ensuring the enterprise-wide IT strategy and roadmap meets expectations by providing suggestions in the use of new technology, industry standard best practices and out of the box thinking.
• Performs special projects and other duties as assigned.
• Responsible for reporting adverse events (AEs) associated with Miravo products.

REQUIRED EDUCATION & EXPERIENCE

• College diploma or bachelor’s degree in the areas of Computer Science, Information Technology, or related field
• Technology Certifications such as A+, Network +, MCSE, CCNA is an asset
• Membership in a technology community peer group is an asset
• Minimum 2 years’ experience working in a corporate environment running an on-prem windows active directory domain environment and Office 365/Azure Cloud infrastructure

OTHER SKILLS AND ABILITIES

Technical:
• Applied understanding of all MS Desktop technologies from Windows 7 to 10
• Applied understanding of common corporate desktop applications such as Office 2010 – 2019, Visio, MS Project, Acrobat Standard/Pro, MS Outlook
• Applied understanding of Office 365, Azure, and Windows Active Directory Domain Environments
• Applied understanding of networking, Wi-Fi and TCP/IP concepts
• Knowledge of Disaster Recovery Technologies such as Veeam Backup and Replication
• Knowledge of storage architecture such as DAS, NAS, iSCSI, NFS, RAID levels
• Knowledge of Windows server technologies 2008 to 2012R2/19
• Knowledge of SharePoint Online
• Knowledge of Programming and scripting such as PowerShell, Power Automate, Power Platform skills an asset

Other:
• Strong analytical and problem-solving skills
• Strong organizational skills and ability to prioritize workload
• Excellent interpersonal and communication skills (verbal and written)
• Ability to talk through and explain clear solutions to employees with varying computer competencies is a must
• Strong customer service focus – able to build and maintain lasting relationships with internal customers and key external stakeholders
• Ability to work well independently as well as in a team environment
• Self-directed and driven to accomplish goals and meet deadlines
• Comfortable working in a fast-paced environment and handling multiple tasks/priorities
• Positive attitude and able to navigate a changing environment
• High level of patience, tact, and professionalism and exhibit an ‘IT as a service’ mentality when working with staff who will have varying ranges of computer experience
• Excellent time and project management skills
• High degree of ethical behaviour and respect for confidentiality
• Must be fully bilingual (French/ English)
• Ability to travel and work after hours depending on the situation

Qualified candidates may submit their resume with cover letter by email to hr@miravohealth.com quoting the position title in the subject line.

We thank all interested applicants, however, only those under consideration will be contacted.