Senior Onsite Support Engineer

3 days ago

Sanford, United States Astellas Pharma Full time

About Astellas Pharma

Astellas Pharma Inc. is a global pharmaceutical company dedicated to improving the health of people around the world through innovative and reliable pharmaceutical products.

We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families.

Our team is passionate about addressing unmet medical needs and conducting business with ethics and integrity.

About the Role

We are seeking a highly skilled and experienced Senior Onsite Support Engineer to join our team in Sanford, NC.

As a Senior Onsite Support Engineer, you will be responsible for providing comprehensive onsite technology support and services to ensure optimal performance of all IT infrastructure and systems at assigned sites.

This role involves installation, maintenance, troubleshooting, and repair of hardware and software, as well as providing excellent customer service to resolve technical issues efficiently.

Key Responsibilities

  • Provide timely and effective technical support for hardware, software, and networking issues.
  • Perform routine maintenance, windows patching and upgrades on IT systems and equipment.
  • Install and configure computer systems, iPads, iPhones, printers, and other peripherals.
  • Be the point of escalation.
  • Diagnose and resolve technical issues with computers, servers, networks, and other technology components.
  • Perform hardware repairs, replacements, and system updates as needed.
  • Utilize diagnostic tools and software to identify and address system faults.
  • Provide exceptional customer service to clients by addressing their technology concerns promptly and professionally.
  • Communicate effectively with clients to understand their needs and provide appropriate solutions.
  • Train and support end-users on technology usage and best practices.
  • Maintain accurate records of all onsite activities, including service requests, incident reports, and maintenance logs.
  • Document configurations, procedures, and troubleshooting steps for future reference.
  • Provide regular status updates and reports to management.
  • Ensure compliance with company policies, industry standards, and regulatory requirements.
  • Implement and enforce security protocols to protect client data and IT infrastructure.
  • Stay current with emerging technologies and industry trends.
  • Participate in training and professional development opportunities to enhance skills and knowledge.
  • Contribute to the development and implementation of best practices and process improvements.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
  • 5+ years of experience in a field services or similar technical support role.
  • 3+ years of experience in manufacture or research environments.
  • 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.
  • Ability to work independently and manage multiple tasks effectively.
  • Fluent in written and verbal business English.
  • Some knowledge of pharmaceutical business and related business processes.
  • Some experience with IT Service Management, Service Desk, and Change Management processes.
  • Some work experience across multiple cultures and countries / regions is a plus.
  • Knowledge of ITIL and Agile.
  • Knowledge of ServiceNow ITSM.
  • Appreciation of working cultures and countries / regions.
  • Valid driver's license and willingness to travel to other sites as required.

Preferred Qualifications

  • 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

  • Medical, Dental and Vision Insurance.
  • Generous Paid Time Off options, including Vacation, Sick time, plus national holidays including Heritage Days, and Summer and Winter Breaks.
  • 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.

Astellas is an Equal Opportunity Employer

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