Senior Technical Support Specialist
6 days ago
Astellas Pharma Inc. is seeking a highly skilled and experienced Senior Onsite Support Engineer to join our team. As a key member of our technical support team, you will be responsible for providing timely and effective technical support for hardware, software, and networking issues.
Key Responsibilities- Onsite Support: Provide technical support for hardware, software, and networking issues, including routine maintenance, windows patching, and upgrades on IT systems and equipment.
- Troubleshooting and Repair: Diagnose and resolve technical issues with computers, servers, networks, and other technology components, including hardware repairs, replacements, and system updates.
- Customer Service: Provide exceptional customer service to clients by addressing their technology concerns promptly and professionally, including training and supporting end-users on technology usage and best practices.
- Documentation and Reporting: Maintain accurate records of all onsite activities, including service requests, incident reports, and maintenance logs, and provide regular status updates and reports to management.
- Continuous Improvement: Stay current with emerging technologies and industry trends, participate in training and professional development opportunities, and contribute to the development and implementation of best practices and process improvements.
- Education: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
- Experience: 5+ years of experience in a field services or similar technical support role, with 3+ years of experience in manufacture or research environments.
- Skills: Strong knowledge of computer hardware, software, networking, and operating systems, proficiency in troubleshooting and repair of IT equipment and systems, excellent customer service and communication skills, and ability to work independently and manage multiple tasks effectively.
- Language: Fluent in written and verbal business English.
- Preferred Qualifications: Certifications such as CompTIA A+, Network+, or Microsoft Certified, familiarity with Microsoft products, ITIL and/or Agile certifications, and advanced knowledge of ServiceNow ITSM.
- Medical, Dental, and Vision Insurance
- Generous Paid Time Off options
- 401(k) match and annual company contribution
- Company paid life insurance
- Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions
- Long Term Incentive Plan for eligible positions
- Referral bonus program
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