Technical Support Specialist

Express Scripts Canada is looking for a dynamic and assertive Technical Support Specialist to join the End User Services Team. Reporting to the Senior Manager, Information Security & End User Services, the successful candidate will be responsible for effectively managing all incident management tickets. The ideal candidate will possess a high level of customer service in support of all Express Scripts Canada internal and external clients. All applicants must be flexible and adaptable to working extra hours/overtime/on-call rotation schedule and are open to travel to the Toronto and Montreal offices as required.

ESSENTIAL FUNCTIONS:

• Deploy, repair and maintain end user hardware (desktop, laptop, phone, etc.)
• Troubleshoot and correct end user software issues
• VDI and VM support
• Audio Video Conference support – Cisco and Polycom systems
• Install and configure software packages, including centralized deployment suite (Altiris)
• Maintaining inventory records for software and hardware
• Assist in the ordering and hardware replenishment process, along with maintaining stock levels
• Participating in an on-call rotation schedule for after hours work and support escalations.
• Provide remote assistance to all Express Scripts Canada locations
• Telephony Adds, Moves and Changes using Cisco CCM
• iPhone Support
• Work jointly with other members of the Information Systems team to provide customer support and assistance with project tasks/deliverables
• Work on projects/tasks assigned from Manager/Team Lead, End User Services as required
• Maintain incident management ticket queues and adhere to SAL’s by setting priorities and resolving technical issues
• Maintain and develop good working relationships with the user community at Express Scripts Canada with a focus to providing best-in-class support service in areas of technical expertise
• Assist in the training of user community at Express Scripts Canada in the operating system and software suite
• Maintain incident management ticket queues by setting priorities and resolving technical issues
• Participate in the team rotation of afterhours support using pager and/or cell phones
• Ability to work a flexible schedule to accommodate project deadlines including limited travel    (10%) and on call rotation.

QUALIFICATIONS:

• Minimum of 2 years’ experience supporting and troubleshooting end user hardware and software
• Experience working in a Service Desk/Helpdesk
• Bilingualism (French and English) is preferred
• Ability to diagnose and resolve technical issues effectively and in a timely manner
• Strong customer service focus – understanding the ‘service’ nature of Technical Support
• Knowledge of AD, group policy
• Knowledge of software packaging and deployment

About Express Scripts Canada

Express Scripts Canada, a registered business name of ESI Canada, an Ontario partnership indirectly controlled by Express Scripts, Inc. (Nasdaq: ESRX), is one of Canada’s leading providers of health benefits management services. From its corporate headquarters in Mississauga, Ontario, just outside Toronto, Express Scripts Canada provides a full range of integrated pharmacy benefit management (PBM) services to insurers, third-party administrators, plan sponsors and the public sector, including health-claims adjudication and processing services, Home Delivery Pharmacy Services, benefit-design consultation, drug-utilization review, formulary management, and medical and drug-data analysis services, to better facilitate the best possible health outcomes at the lowest possible cost.

It will be a condition of employment that the successful candidate receives the Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation in order to receive Clearance if required.

We offer a competitive salary, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. Thank you for your interest in this position, however only qualified candidates will be contacted for an interview. No telephone calls please.

For more information about Express Scripts Canada, visit its Web site at www.express-scripts.ca.

INDEXP