Bilingual IT Support Executive
Department: IT
Salary Range: $70,000- $80,000
Marcan Pharmaceuticals Inc. is a pharmaceutical company actively involved in the development, marketing, sales and distribution of branded and generic pharmaceutical products for the Canadian market. Based in Ottawa,Marcan currently manufactures and distributes a variety of drugs covering a wide range of therapeutic categories through numerous dosage forms.
Marcan Pharmaceuticals is seeking a Bilingual IT Support Executive to provide first‑line technical support and hands‑on IT administration across the organization. This newly developed role is responsible for user lifecycle management, end‑user technical support, and coordination with internal stakeholders and group companies to ensure secure, reliable, and efficient IT operations.
Main duties and responsibilities
1. Identity, Access & User Lifecycle Management
• Provide first‑line technical support for user access by supporting end‑to‑end onboarding, offboarding, and role changes in coordination with HR, Administration, and group company IT teams.
• Manage and follow standardized IT processes supporting the full employee lifecycle, from onboarding through role changes to offboarding, ensuring users can securely access required systems and applications.
• Maintain and support Active Directory (AD) user accounts, security groups, and access controls to resolve access‑related issues encountered by users.
• Support and troubleshoot identity management and Multi‑Factor Authentication (MFA) issues, providing guidance and resolution to end users
2. End‑User IT Support (First‑Line Technical Support)
• Resolve hardware and application problems encountered by users, including printers, copiers, fax machines, and other peripheral devices.
• Communicate electronically and in person with users to determine, document, diagnose, and resolve general IT access and user‑related issues.
• Provide first‑line support for business systems, network, and Internet connectivity, including phone systems, LAN, Wi‑Fi, and Windows end‑user devices.
• Diagnose initial SD‑WAN and firewall‑related connectivity issues and escalate complex problems to higher‑level support teams as required.
• Provide advice, guidance, and basic training to users on Microsoft Office 365 applications, connectivity, and standard IT practices.
• Support Microsoft Teams collaboration by resolving user issues related to team and channel access, membership, permissions, and departmental collaboration setups.
• Assist with Microsoft Copilot rollout communications and provide first‑line user guidance on access, capabilities, and appropriate usage within the Microsoft 365 environment.
3. Office365 & Low‑Code Platform Support
• Provide first‑line application support for Microsoft Office 365 and Power Platform solutions, including:
- Power BI – supporting reports, dashboards, refresh issues, and user access.
- SharePoint – resolving site access, permissions, lists, and basic customization issues encountered by users.
- Power Apps – supporting basic app usage, maintenance, and user‑reported issues.
• Participate in troubleshooting, enhancements, and minor improvements to applications in collaboration with other IT teams.
• Support SharePoint governance and adoption by providing guidance to users on proper document management, storage, and collaboration practices.
Skills and Experience
• Minimum of 3 years experience providing first-line technical support or IT administration.
• Strong working knowledge of Active Directory (AD), Microsoft Office 365 applications, multi-factor authentication (MFA) and identity management, and Windows laptops and end-user devices
• Experience supporting Power BI, SharePoint, and Power Apps.
• Basic understanding of networking concepts (VPNs, firewalls, Wi-Fi), printers, and peripheral devices.
• Bilingual: fluent in French and English (spoken and written).
• Strong communication,documentation, and user-support skills.
• Ability to work effectively with cross-functional teams, including HR, administration, and group company IT teams.
• Flexible,detail-oriented, and comfortable in an onsite, user-facing support role.
• Adaptable, collaborative, and comfortable supporting users across multiple time zones.
Work Flexibility and Travel
• Sometravel within Canada may be required a few times per year.
• An early start to the workday may be required one or two days per week to attend meetings with stakeholders in different time zones.
What We Offer
• Group RRSP
• Health & dental benefits
• Paid vacation
• Monday to Friday
• Hybrid work schedule; 4 days in office and remote on Fridays
• Frequent team lunches
• Free parking
• Free coffee and snacks
The above statement reflects the general details considered necessary to perform the duties of the job. This shall not be construed as a detailed description of all the requirements of the job. While we thank all applicants,only those under consideration for the position will be contacted. If you require accommodation during any stage of the recruitment process, please notify Human Resources. Accommodation is available upon request.
Marcan:·
Marcan Pharmaceuticals Inc., is a Canadian founded company located in the nation’s capital of Ottawa. Acquired by Emcure Pharmaceuticals Ltd., in 2015, Marcan continues to operate under the vision to develop, manufacture & supply affordable, high quality finished dose generics in the Canadian marketplace through both established portfolio offerings as well as new vertically integrated manufacturing capabilities.
Hospital & Institutional:·
The Hospital & Institutional business unit at Marcan Pharmaceuticals is one of four main commercial pillars. The unit provides over 150 SKUs of pharmaceutical product to over 1,200 hospitals in Canada in addition to other specialty markets. As one of the fastest growing divisions at Marcan, the Hospital & Institutional business unit is a key focus of company growth into the foreseeable future.
Your role:·
Reporting to the Vice President, Hospital & Institutional, the Bilingual Sales Associate will operate as a fundamental commercial and operations conduit for the Canadian Hospital & Institutional business pillar. This hybrid role will require bilingual commercial sales expertise in addition to strong strategic analytical capabilities.
Job Responsibilities:
- Primary point of contact for Quebec Hospital and Institutional Customers
- Responsible for managing commercial communications for Quebec Group Purchasing Organizations (GPOs) and/or Customer Buying groups
- Secondary point of contact for Rest of Canada (ROC) GPOs and/orCustomer Buying groups
- Represent Marcan as a subject matter expert at key customer events
- Act as Project Manager in all Hospital and Institutional Request for Proposals (RFPs) including but not limited to daily scanning, data entry, contract analysis, and data interpretation
- Responsible for strategic opportunity scouting and portfolio growth
- Responsible for monitoring contract compliance and timely customer communications
- Assist with Demand Planning and Forecasting of Hospital & Institutional Business
- Assist all levels of stakeholders with strategic forward-thinking business unit analysis
- Development of tracking templates and models to provide accurate and concise analysis
- Ensure full compliance with Marcan procedures and all applicable laws, regulations and standards.
- Other ad-hoc tasks as required
You are someone who has:·
- Bilingual (English & French)
- Bachelor’s degree in Business Administration, Economics or related discipline (MBA preferred)
- Excellent oral and written communication skills, ability to describe problems to others, to listen and to manage and influence stakeholders
- Strong quantitative skills; advanced knowledge in MS Office 365,especially MS Excel
- Excellent attention to detail; Ability to apply logical and evaluative thinking to problem identification and resolution; Ability to multi-task
Travel: 15%
COVID-19 considerations:
We are respecting all Covid-19 recommendations made by the Government of Ontario as well as daily disinfection of the office. Masks are mandatory.
We are an equal opportunity employer and welcome applications from all interested parties. We thank you for your interest, however, only those candidates selected for an interview will be contacted.
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