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Senior Field Support Engineer

2 months ago

Sanford, United States Astellas Pharma Inc. Full time
Key Responsibilities:
  • Onsite Technical Assistance:
  • Deliver prompt and effective technical assistance for hardware, software, and network-related challenges.
  • Conduct regular maintenance, including Windows updates and system upgrades on IT infrastructure and devices.
  • Set up and configure computer systems, mobile devices, printers, and other peripherals.
  • Act as the primary escalation point for complex issues.
  • Troubleshooting and Repair:
  • Identify and resolve technical problems with computers, servers, networks, and other technology components.
  • Execute hardware repairs, replacements, and system enhancements as necessary.
  • Employ diagnostic tools and software to detect and rectify system faults.
  • Client Relations:
  • Provide outstanding customer service by addressing technology-related inquiries in a timely and professional manner.
  • Effectively communicate with clients to comprehend their requirements and offer suitable solutions.
  • Educate and assist 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 methodologies for future reference.
  • Provide regular updates and reports to management.
  • Ensure adherence to company policies, industry standards, and regulatory guidelines.
  • Implement and uphold security measures to safeguard client data and IT infrastructure.
  • Continuous Development:
  • Stay informed about emerging technologies and industry advancements.
  • Engage in training and professional development opportunities to enhance skills and knowledge.
  • Contribute to the formulation and execution of best practices and process enhancements.
  • Collaborative Teamwork:
  • Collaborate with colleagues across various sites to share knowledge and refine processes.
  • Work alongside other onsite support teams (e.g., Lab support, AV support).
  • Coordinate with remote teams to ensure optimal service delivery (e.g., Infrastructure, Security).
  • Act as the liaison for remote teams when necessary (e.g., Network, Server, Security teams).

Qualifications:

Essential:

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent experience.
  • 5+ years of experience in field services or a comparable technical support role.
  • 3+ years of experience in manufacturing or research environments.
  • Strong understanding of computer hardware, software, networking, and operating systems.
  • Proficient in troubleshooting and repairing IT equipment and systems.
  • Exceptional customer service and communication abilities.
  • Capability to work independently and manage multiple tasks efficiently.
  • Fluent in written and spoken business English.
  • Familiarity with the pharmaceutical industry and associated business processes.
  • Experience with IT Service Management, Service Desk, and Change Management processes.
  • Experience working across diverse cultures and regions is advantageous.
  • Knowledge of ITIL and Agile methodologies.
  • Familiarity with ServiceNow ITSM.
  • Appreciation for diverse working cultures and regions.
  • Valid driver's license and willingness to travel 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).

Benefits:

  • Comprehensive Medical, Dental, and Vision Insurance.
  • Generous Paid Time Off options, including Vacation, Sick leave, and national holidays.
  • 401(k) matching and annual company contributions.
  • Company-paid life insurance.
  • Annual Corporate Bonus and Quarterly Sales Incentives for eligible roles.
  • Long-Term Incentive Plan for qualifying positions.
  • Referral bonus program.