Senior Onsite Support Engineer - Cambridge, MA

Cambridge, MA, United States

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, 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!

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at www.astellas.com .

This position is based in Cambridge, Massachusetts.

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.

Essential Job Responsibilities:

Onsite Support:

Provide timely and effective technical support for hardware, software, and networking issues.

Perform routine maintenance, windows patching and upgrades on IT systems and equipment. (Computers, servers, operating systems, networks, and other technology components.)

Install and configure computer systems, iPads, iPhones, printers, and other peripherals.

Be the point of escalation.

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)

Qualifications:

Required Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.

5+ years of experience in a field services or similar technical support role.

3+ years of experience in manufacture or research environments

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: 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

Advanced knowledge of ServiceNow ITSM (e.g. reporting, monitoring)

Working Environment:

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

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

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Category TechX

Astellas is committed to equality of opportunity in all aspects of employment.

EOE including Disability/Protected Veterans