Job Responsibilities:
1. Provide timely and effective technical support for hardware, software, and networking issues.
2. Perform routine maintenance, windows patching and upgrades on IT systems and equipment.
3. Install and configure computer systems, iPads, iPhones, printers, and other peripherals.
4. Be the point of escalation.
Troubleshooting and Repair:
1. Diagnose and resolve technical issues with computers, servers, networks, and other technology components.
2. Perform hardware repairs, replacements, and system updates as needed.
3. Utilize diagnostic tools and software to identify and address system faults.
Customer Service:
1. Provide exceptional customer service to clients by addressing their technology concerns promptly and professionally.
2. Communicate effectively with clients to understand their needs and provide appropriate solutions.
3. Train and support end-users on technology usage and best practices.
Documentation and Reporting:
1. Maintain accurate records of all onsite activities, including service requests, incident reports, and maintenance logs.
2. Document configurations, procedures, and troubleshooting steps for future reference.
3. Provide regular status updates and reports to management.
Compliance and Security:
1. Ensure compliance with company policies, industry standards, and regulatory requirements.
2. Implement and enforce security protocols to protect client data and IT infrastructure.
Work as One Team:
1. Work together with counterparts within and between the sites to share knowledge and improve processes.
2. Collaborate with other support teams that are on-site.
3. Coordinate with remote teams to provide the best possible service.
4. Be the hands and eyes for remote teams when needed.
Essential Knowledge & Experience:
1. Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
2. Proven years of experience in a field services or similar technical support role.
3. Strong knowledge of computer hardware, software, networking, and operating systems.
4. Proficiency in troubleshooting and repair of IT equipment and systems.
5. Excellent customer service and communication skills.
6. Ability to work independently and manage multiple tasks effectively.
7. Fluent in written and verbal business English.
8. Valid driver’s license and willingness to travel to other sites as required.
Preferred Knowledge & Experience:
1. Certifications such as CompTIA A+, Network+, or Microsoft Certified.
2. Familiarity with Microsoft products.
3. ITIL and/or Agile certifications.
4. Advanced knowledge of ServiceNow ITSM.
Additional Information:
1. This position will require on-site work and may require occasional evening or weekend work.
2. The position may require 24/7 on-call shared with other team members.
About Astellas:
At Astellas, we offer an inspiring place to work and a chance to make a difference for others. Our expertise in science and technology makes us a pharma company, while our progressive culture fosters collaboration and ownership.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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