Onsite Support Engineer
AstraZenecaChina - wuxiUpdate time: February 17,2020
Job Description

Company description

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energized and rewarded for their ideas and creativity.

The AstraZeneca IT function is undergoing significant transformation which will address performance, perception and profile.  The IT Transformation Programme will break the default outsourcing mentality, drive greater cohesion amongst senior IT leadership, begin the simplification of what has become an overly complex function and build a world class IT organization.

High Level Function and Role Overview

The Campus IT Infrastructure China team is responsible for managing and driving improvements in IT services that directly support our workforce in China. Ensures current and future IT services are delivered effectively through proactive customer engagement and effective communication. Delivers a rapid response to critical issues, and proactively drives initiatives to ensure a robust overall IT service.

The Onsite Support Engineer role is responsible to provide IT service through troubleshooting hardware and software for assigned sites as well as people working remotely from AZ office and ensure the qualified end user experience. The role strongly focuses on customer service, desktop and application support, process improvement and understanding customer expectations and requirements.

This role will work closely with the IT internal teams and business units to ensure alignment with business objectives. The candidate must have both leadership and technical skills to effectively and efficiently to ensure the problem solving.

The successful candidate will be able to operate independently and build strong relationships with key stakeholders, managing through competing requirements in a complex matrix environment. They will be a strong organizer with a collaborative mindset and enjoy working in a small team driving excellence across different local and global teams.

Key Accountabilities

  • Participate in delivery of IT support services and systems
  • Support asset management processes to ensure hardware and software solutions are delivered to our customer according to SLA
  • Contribute to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices and updating documentations as necessary
  • Provide a VIP onsite support service and ensure enhanced support for Ops executive leaders
  • Monitor applications and services changes as well as understand the impact to our customers
  • Provide technical knowledge and advice to drive improvement initiatives
  • Ensure successful daily operations by responding to incidents and requests, providing timely resolution and delivery of services
  • Perform hardware and/or software installations and updates to desktop and/to laptop computers
  • Provides IT support for projects involving technical rollouts, office moves, upgrades
  • Facilitate accurate record keeping by documenting support issues and/or resolutions and communicating customer feedback to managers and IT team members
  • Be flexible for emergency call or onsite support for critical system issue during non-work hours.

Key collaborations will be required with:

Customer facing IT teams in China Global AZ IT teams Local IT service providers Global IT service providers External suppliers

Candidate Knowledge, Skills and Experience

Successful candidates will be required to demonstrate the following capabilities & skills:

Required:

  • Minimum 3 years of IT onsite support experience
  • ITIL, MSCE, CCNA Certification is preferred
  • Must have a strong technical knowledge of Microsoft technologies and network/Cisco technologies
  • Must have good understanding of user environment management, including laptops and mobile devices
  • Must have a good familiarity with other IT Infrastructure technologies like storage, WAN acceleration etc.
  • Must be familiar with onsite support process and service now or other incident management tools
  • Must have the quick learn capabilities
  • Good people skills and the ability to interact and communicate effectively across all levels of the organization
  • Good written and verbal skills, fluent English

Desired:

  • Experience with pharmaceutical industry and especially in manufacture site is preferred
  • Ability to work well in diverse, multinational teams
  • Experience of managing change and methodologies

Relevant expertise and experience in the following areas would be an advantage

  • Project management
  • Service management

Other

  • The role will report to the Campus IT Site Lead of Wuxi

Date Posted

17-2月-2020

Closing Date

14-3月-2020

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

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