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Senior Onsite Support Engineer

1 month ago

Ireland Astellas Ireland Full time
About Astellas
Astellas is making treatments that matter to people.
We tackle the toughest health challenges by putting the patient at the heart of every move we make.

Our Vision for Patient Centricity
We support the development of innovative health solutions through a deep understanding of the patient experience.
This guiding principle drives our actions and decisions, ensuring we integrate an awareness of the patient into our everyday working practices.

Ground-Breaking Medicines
We have developed medicines in immunology, oncology, and urology that are extending and saving lives.
Cancer patients benefit from our treatments, making transplantation possible and improving quality of life for those living with overlooked conditions.

The Opportunity
The On-Site Support Engineer provides comprehensive 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 (Service Now ITSM), including Service Desk and Change Management processes.
Preferred certifications (Comp TIA A+, Network+, Microsoft Certified) and experience with Microsoft products (Teams, One Drive, M365, Azure).
A valid driver's license and willingness to travel are required.

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.
Astellas is 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.