Title:  Onsite 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 will require on-site work (Mexico City - Santa Fe area) and may require occasional evening or weekend work.
• The position may require 24/7 on call shared with other team members.

Purpose and Scope

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.

Role and Responsibilities

Onsite Support:

• 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.

Troubleshooting and Repair:

• 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.

Customer Service:

• 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.

Documentation and Reporting:

• 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.

Compliance and Security:

• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Implement and enforce security protocols to protect client data and IT infrastructure.

Continuous Improvement:

• 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 as one team

• 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)

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years of 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
• 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

Preferred Qualifications

• 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

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