Lead Onsite Technical Support Engineer

1 week ago


Sanford, United States Astellas Pharma Inc. Full time
Key Responsibilities:
  • Onsite Technical Assistance: Provide prompt and effective technical support for hardware, software, and network-related issues.
  • Conduct routine maintenance, including system updates and patches on IT infrastructure.
  • Install and configure various technology systems, including computers, mobile devices, and printers.
  • Act as the primary point of escalation for complex issues.
  • Troubleshooting and Repair: Identify and resolve technical problems with IT equipment and systems.
  • Carry out hardware repairs and system updates as necessary.
  • Utilize diagnostic tools to pinpoint and rectify system faults.
  • Client Engagement: Deliver outstanding customer service by addressing technology-related concerns in a timely and professional manner.
  • Communicate effectively with clients to ascertain their needs and provide suitable solutions.
  • Educate and support end-users on technology best practices.
  • Documentation and Reporting: Maintain detailed records of onsite activities, including service requests and incident reports.
  • Document configurations and troubleshooting procedures for future reference.
  • Provide regular updates and reports to management.
  • Ensure adherence to company policies and industry standards.
  • Implement security measures to safeguard client data and IT infrastructure.
  • Continuous Development: Stay informed about emerging technologies and industry trends.
  • Engage in training and professional development to enhance skills.
  • Contribute to the formulation and execution of best practices and process enhancements.
  • Team Collaboration: Collaborate with colleagues across various sites to share knowledge and improve processes.
  • Work alongside other onsite support teams to deliver comprehensive service.
  • Coordinate with remote teams to ensure optimal service delivery.
  • Act as a liaison for remote teams when necessary.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent experience.
  • Minimum of 5 years in a technical support or field services role.
  • At least 3 years of experience in manufacturing or research environments.
  • Strong expertise in computer hardware, software, networking, and operating systems.
  • Proficient in troubleshooting and repairing IT systems.
  • Exceptional customer service and communication abilities.
  • Ability to work independently and manage multiple priorities effectively.
  • Fluency in written and spoken business English.
  • Basic understanding of pharmaceutical operations and processes.
  • Experience with IT Service Management and Change Management practices.
  • Familiarity with diverse cultures and regions is advantageous.
  • Knowledge of ITIL and Agile methodologies.
  • Experience with ServiceNow ITSM is a plus.
  • Valid driver's license and willingness to travel as needed.

Preferred Qualifications:

  • Certifications such as CompTIA A+, Network+, or Microsoft Certified.
  • Familiarity with Microsoft products (e.g., Teams, OneDrive, M365).
  • ITIL and/or Agile certifications.
  • Advanced knowledge of ServiceNow ITSM functionalities.

Benefits:

  • Comprehensive Medical, Dental, and Vision Insurance.
  • Generous Paid Time Off, including vacation and sick leave.
  • 401(k) matching and annual contributions.
  • Company-paid life insurance.
  • Annual corporate bonuses and quarterly incentives for eligible roles.
  • Long-term incentive plans for qualifying positions.
  • Referral bonus program.


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