Technical Support Coordinator – 2-Month Fixed-Term (Markham, On-Site)

Position Type:                   Full Time, Fixed term

Department:                     IT

Work Location:                Markham, ON

Work Arrangement:       Onsite

Work Hours:                     Monday to Friday - standard business hours

Travel Required:              No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:

The Technical Support Coordinator is a member of the Sentrex IT department reporting to the Senior Manager, IT Operations and Infrastructure and is focused on ensuring that employee onboarding and offboarding's are completed accurately and on time.

A Day in the Life (What you will do here):

• Provide first level management, triage, and resolution of tickets submitted through our formal IT ticketing system
• Creating\disabling user ID’s and managing permissions as needed
• Packaging and shipping onboarding equipment directly to new hires
• Following up on assigned tickets to ensure timely resolution and closure
• Provide first level management, triage, and resolution of tickets submitted through our formal IT ticketing system
• Escalation of IT tickets to Sentrex’s second-level support teams or external vendor’s support as needed
• Adhere to Sentrex & IT policies & SOP’s
• Bring forward ideas to improve service efficiency or quality to the Senior Manager, IT Operations and Infrastructure
• Providing timely status reports of projects, incident tickets, and any other assigned tasks
• Show a commitment to implementing personal behavior changes that will lead to improved service excellence
• In addition, the Technical Support Coordinator may be called upon to back fill the Technical Support Analyst’s duties as needed.
• Additional duties as requested by the Manager.

What you need to ensure you are set up for success:

• Minimum 3-5 years of IT experience supporting end-users and user-facing systems
• Full fluency in English is required; fluency in French is an asset
• Excellent communication skills, both written and verbal
• Customer service support experience in a fast-paced environment
• Superior interpersonal skills with a client-service orientation
• Experience providing how-to support in addition to traditional technical support
• Able to explain technical concepts in user-friendly terms
• Solid IT technical foundation
• Experience in a managed Microsoft Windows desktop environment
• Experience using Azure to manage users and devices
• Experience in the following areas is also an asset:
• • Cloud-based VOIP Telephony
  • Documentation\end-user guide writing
  • Writing PowerShell scripts to automate tasks
  • ITIL knowledge\certification as it relates to Helpdesk functions
• Healthcare or Pharmaceutical industry experience is an asset
• Strong analytical and problem-solving skills
• Self-motivated, creative, and able to find innovative solutions with the resources at hand
• Quick learner who is curious, inquisitive, and willing to learn
• Able to adapt to changing priorities and deadlines
• Strong understanding of business processes
• Highly attentive to detail
• Capable of preparing thorough and clear documentation of incidents
• Documentation of processes, work instructions, and procedures
• Be fiscally aware and adhere to available budgets

What makes you a great fit for this team:

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being!)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program
• The anticipated base hourly rate hiring range for this role is $26.44 to $28.84 hourly. The final base salary will be determined based on relevant experience, skills, and internal equity.

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications.  We realize that not every candidate will meet every single desired qualification.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.