Title:  Digital Support Engineer

Astellas’ Global Capability Centres – Overview

Astellas’ Global Capability Centres (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico.

The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands.

Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company’s strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.

We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.

Working Environment and Location

• This position is based in Mexico City (Santa Fe area) and will require hybrid work and may require occasional evening or weekend work 
• At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

Purpose and Scope

The Digital Support Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy.

Role and Responsibilities

• Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.
• Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.
• Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future
• Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.
• Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.
• Collaboration: Work closely with other digital engineers, IT teams, and other stakeholders to understand needs and develop appropriate solutions
• Testing and Quality Assurance: Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards.
• Documentation: Maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals.
• Support and Maintenance: Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arises

Continue:Role and Responsibilities

• Technical Support: 
  • Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.
  • Troubleshoot and resolve hardware, software, and network issues.
  • Assist with user account management, including password resets and access permissions.
  • Perform routine system maintenance and updates.
  • Monitor system alerts and proactively address potential issues.
  • Assist in the deployment and configuration of new hardware and software
• Incident and Request Management
  • Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.
  • Escalate complex issues to higher-level support teams as necessary.
  • Ensure timely resolution of issues to meet service level agreements (SLAs)
• Documentation and Reporting
  • Maintain and update documentation for common issues and solutions.
  • Generate and analyze reports on service desk performance and metrics

Continue:Role and Responsibilities

• Customer Service
  • Provide excellent customer service and maintain high levels of user satisfaction.
  • Provide training and guidance to end-users on IT best practices and tools.
• Collaboration and Continuous Improvement
  • Collaborate with other IT teams to ensure seamless support and service delivery.
  • Participate in continuous improvement initiatives to enhance service desk processes.
  • Participate in IT projects and initiatives as needed.
• Compliance and Asset Management
  • Conduct regular audits of IT assets and inventory management.
  • Ensure compliance with IT policies and procedures.
  • Contribute to the development and implementation of disaster recovery plans.
• Professional Development
  • Stay updated with the latest technological trends and advancements.

Essential Qualifications

• High school diploma or equivalent experience.
• Minimum of 5 years of experience in a technical support or service desk role.
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Strong knowledge of IT asset management (ITAM)
• Excellent customer service and relationship management skills.
• Demonstrates initiative and flexibility.
• Proficiency in incident, problem and service request management.
• Excellent communication and interpersonal skills.
• Ability to diagnose and resolve technical issues efficiently.
• Ability to work under pressure and manage multiple tasks effectively.
• Accustomed to operating in a KPI driven environment
• Fluent in written and spoken business English and Spanish.

Preferred Qualifications

• Associate’s or bachelors degree in Information Technology, Computer Science or a related field
• More than 5 years of experience in technical support or service desk role.
• Advanced knowledge of network protocols, cybersecurity principles and cloud services.
• Proven ability to handle high-pressure situations and manage multiple tasks simultaneously
• Previous experience of working in cGMP environment
• Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root cause analysis
• Experience with service management tools (e.g., ServiceNow).
• Familiarity with Microsoft products (e.g., Teams, OneDrive, M365, Server Operating systems, Azure, InTune, AutoPilot, etc).
• Knowledge of machine learning and artificial intelligence
• Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc.

Benefits

Careers | Astellas

Why Astellas

• We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas and aren't afraid to take intelligent risks. 
• People who act with unwavering integrity and are deeply committed to making a tangible impact. 

Learn more at Astellas.com