Lead Onsite Technical Support Specialist

2 weeks ago

Sanford, North Carolina, United States Astellas Pharma Full time


Are you interested in joining a diverse team dedicated to creating groundbreaking therapies for patients? Our mission is to innovate and provide effective new medications to healthcare providers and patients alike.

If you aspire to contribute to this impactful work, Astellas is the right place for you.

Astellas Pharma Inc. operates in over 70 countries globally, focusing on transforming innovative science into medical solutions that offer value and hope to patients and their families.

By prioritizing the resolution of unmet medical needs and conducting our operations with integrity and ethical standards, we aim to enhance the health of individuals worldwide.

For further details about Astellas, please visit our official website.



Position Overview:


The Onsite Technical Support Specialist is tasked with delivering comprehensive onsite technology assistance and services to guarantee the optimal functionality of all IT infrastructure and systems at designated locations.

This role encompasses the installation, upkeep, troubleshooting, and repair of hardware and software, alongside providing exceptional customer service to efficiently resolve technical challenges.


Key Responsibilities:

Onsite Technical Assistance:
Deliver prompt and effective technical support for hardware, software, and networking challenges.

Conduct routine maintenance, including operating system updates and upgrades on IT systems and equipment (computers, servers, networks, and other technological components).

Install and configure computer systems, mobile devices, printers, and other peripherals.

Act as the escalation point for complex issues.

Troubleshooting and Repair:
Identify and resolve technical problems related to computers, servers, networks, and other technology components.

Execute hardware repairs, replacements, and system updates as necessary.

Utilize diagnostic tools and software to pinpoint and address system faults.

Customer Engagement:
Provide outstanding customer service by addressing technology-related concerns promptly and professionally.

Communicate effectively with clients to comprehend their needs and deliver suitable solutions.

Educate and support end-users on technology utilization and best practices.

Documentation and Reporting:
Maintain precise records of all onsite activities, including service requests, incident reports, and maintenance logs.

Document configurations, procedures, and troubleshooting steps for future reference.

Provide regular updates and reports to management.

Compliance and Security:
Ensure adherence to company policies, industry standards, and regulatory requirements.

Implement and uphold security protocols to safeguard client data and IT infrastructure.

Continuous Development:
Stay informed about emerging technologies and industry trends.

Engage in training and professional development opportunities to enhance skills and knowledge.

Contribute to the formulation and execution of best practices and process enhancements.

Collaborate as a unified team

Work alongside counterparts within and across sites to share knowledge and refine processes.

Collaborate with other onsite support teams (e.g., Lab support, AV support).

Coordinate with remote teams to deliver optimal service (e.g., Infrastructure, Security).

Act as the local representative for remote teams when necessary (e.g., Network, Server, Security teams).

Qualifications:
Required

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

A minimum of 5 years in a field services or similar technical support role.

At least 3 years of experience in manufacturing or research environments.

Strong understanding of computer hardware, software, networking, and operating systems.

Proficiency in troubleshooting and repairing IT equipment and systems.

Exceptional customer service and communication abilities.

Capability to work independently and manage multiple tasks efficiently.

Fluency in written and spoken business English.

Some familiarity with the pharmaceutical industry and related business processes.

Experience with IT Service Management, Service Desk, and Change Management processes is advantageous.

Experience working across diverse cultures and regions is a plus.

Knowledge of ITIL and Agile methodologies.

Familiarity with ServiceNow ITSM is beneficial.

Valid driver's license and willingness to travel to other sites as required.

Preferred:
Certifications such as CompTIA A+, Network+, or Microsoft Certified.

Familiarity with Microsoft products (e.g., Teams, OneDrive, M365, Server Operating systems, Azure).

ITIL and/or Agile certifications.

Advanced knowledge of ServiceNow ITSM (e.g., reporting, monitoring).

Work Environment:
This position necessitates onsite work and may involve occasional evening or weekend hours.

The role may require shared 24/7 on-call responsibilities with other team members.

Benefits:
Medical, Dental, and Vision Insurance.

Generous Paid Time Off options, including Vacation, Sick time, and national holidays.

401(k) matching and annual company contributions.

Company-paid life insurance.

Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions.

Long Term Incentive Plan for eligible positions.

Referral bonus program.

Astellas is committed to providing equal employment opportunities for all individuals, including those with disabilities and protected veterans.

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