Astellas Pharma Inc.

• Provide comprehensive on-site technical support to ensure optimal performance of IT infrastructure and systems
• Handle installation, maintenance, troubleshooting, and repair of hardware and software
• Deliver efficient customer service to resolve technical issues quickly

• Provide timely and effective technical support for hardware, software, and networking issues.
• Perform routine maintenance and upgrades on IT systems and equipment.
• Install and configure computer systems, iPads, iPhones, printers, and other peripherals.
• 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.
• Work together with counterparts within and between the sites to share knowledge and improve processes
• Work together with other support teams which are on-site. (e.g Lab support , AV support)
• Work together with remote teams to provide the best possible service. (e.g Infrastructure , Security)
• Be the hands and eyes for remote teams when needed. (e.g. Network , Server , Security team)

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent
• Previous experience in a field services or similar technical support role.
• 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 & French
• 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.

• 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

• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

• Impact
• Innovation
• Integrity
• One Astellas
• Accountability
• Courage
• Sense of Urgency
• Outcome Focus

Careers | Astellas