Senior Onsite Support Engineer
About Astellas
At Astellas we are making treatments that matter to people.
We are tackling the toughest health challenges putting the patient at the heart of every move we make.
Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword - it’s a guiding principle for action.
We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.
We have developed ground-breaking, innovative medicines in immunology, oncology and urology. Our medicines are extending and saving the lives of cancer patients, making transplantation possible and improving the quality of life for those living with conditions where needs are often overlooked.
We take a patient-focused approach, that allows us to convert brilliant early science into treatments and solutions that directly improve and save patients’ lives.
From lab to clinic to patient, we focus on the most promising science, empower the best talent to pursue it, and develop life-changing solutions alongside the best partners.
The Opportunity
The On-Site Support Engineer is 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.
Responsibilities
- Provide timely technical support for hardware, software, and network issues, performing routine maintenance, system updates, and installations of equipment like computers and peripherals.
- Troubleshoot and resolve technical issues, performing hardware repairs, system updates, and using diagnostic tools to address faults.
- Offer exceptional customer service by addressing technology concerns, training end-users, and providing effective solutions.
- Maintain accurate documentation of service requests, incident reports, and maintenance logs, and provide regular status updates to management.
- Ensure compliance with company policies, industry standards, and security protocols to protect client data and IT infrastructure.
- Collaborate with on-site and remote teams, sharing knowledge, improving processes, and acting as a liaison for remote teams when needed.
Essential Knowledge & Experience
- Proven experience in technical support or field services, ideally in manufacturing or research environments, with strong knowledge of hardware, software, networking, operating systems, and troubleshooting skills.
- Excellent communication and customer service skills, with the ability to work independently, manage multiple tasks, and collaborate effectively across cultures and regions.
- Familiarity with pharmaceutical business processes, ITIL, Agile, and IT Service Management (ServiceNow ITSM), including Service Desk and Change Management processes.
- Preferred certifications (CompTIA A+, Network+, Microsoft Certified) and experience with Microsoft products (Teams, OneDrive, M365, Azure). Valid driver’s license and willingness to travel required.
Education
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
Additional information
- This position will require on-site work and may require occasional evening or weekend work.
- The position may require 24/7 on call shared with other team members.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.