Onsite Support Engineer

On-Site Support Engineer

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? We are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!

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.

Essential Job Responsibilities:

• 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.
• Provide exceptional customer service to clients by addressing their technology concerns promptly and professionally.
• Maintain accurate records of all onsite activities, including service requests, incident reports, and maintenance logs.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Stay current with emerging technologies and industry trends.
• 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.
• Work together with remote teams to provide the best possible service.
• Be the hands and eyes for remote teams when needed.

Qualifications:

• Required: 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.
• Valid driver's license and willingness to travel to other sites as required.
• Preferred: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 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.

Working Environment:

• This position will require on-site work in Northbrook, IL and may require occasional evening or weekend work.
• The position may require 24/7 on call shared with other team members.

Benefits:

• Medical, Dental and Vision Insurance
• Generous Paid Time Off options, including Vacation, Sick time, plus national holidays including Heritage Days, and Summer and Winter Breaks
• 401(k) match and annual company contribution
• Company paid life insurance
• Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions
• Long Term Incentive Plan for eligible positions
• Referral bonus program

Astellas is committed to equality of opportunity in all aspects of employment. EOE including Disability/Protected Veterans