Senior Technical Support

The IT Senior Technical Support person is responsible for the excellent delivery of day-to-day IT services for users in a Site, Country or Region and works closely with the global service teams and their customers. The role ensures IT services including AskIT are delivered effectively through excellent delivery of front-line, proactive customer engagement and effective communication.Working within well-established guidelines and with readily available higher-level support expertise, the individual will typically work as part of a delivery team, serving defined groups within a function and acting as a business point of contact. They will be experienced in delivering day-to-day IT support, providing detailed analysis, diagnosis, and resolution on technical issues.Responsibilities include:Mentoring more junior staff and acting as a point of reference in own specialist area.Conducting analysis and preparing reporting for issues across IT services delivered.Ensuring reports or analysis meet quality standards and providing interpretation of data.Working within defined guidelines and policies, adhering to AZ IT policies, processes & SOPs.Identifying and proposing innovative solutions to improve service performance.Independently analyzing, diagnosing, and resolving complex tasks or problems related to AZ systems and applications.Fixing and resolving trouble tickets related to technical difficulties with hardware and software.Supporting a genius bar (known as AskIT) and providing just-in-time technical and how-to support to customers.Using remote access tools to transfer files to client PCs and solve problems.Meeting and working with external resources to identify process/procedures/automation opportunities and communicating issues effectively to team members and management.Supporting projects/problems/tasks until completion, including mentoring junior team members.Meeting SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys. Soliciting ideas from customers and IT/IS staff to focus on the problem/task and work together to accomplish assignments.Liaising with highly technical IT teams, as well as non-IT/IS customers, and communicating information effectively in all situations.Supporting hardware image configuration for desktops and laptops.Providing “hands and eyes” support for networks, servers, and conference rooms as needed.Maintaining links and networks with other teams/functions/3rd parties that impact on activities undertaken.Working with management to understand business priorities and tailoring support to local requirements.Reviewing policies and processes, identifying areas for enhancement, and making recommendations for change.Essential Education, Experience, and Qualifications:High School Diploma required.Minimum 3 years’ experience supporting Windows in a Desktop Support environment.Thorough knowledge of Lenovo desktops and laptops as well as MS operating systems and applications.Ability to install and configure complex software applications and to provide support for upgrades and enhancements.Experience analyzing, handling, expediting, and resolving issues with timely customer follow-up.Validated knowledge and expertise in supporting Microsoft Office applications, especially Outlook & MS Teams connected to a large MS Office 365.Experience in the use of cloud-based storage solutions.Experience in MS Teams, Zoom, and collaboration tools.Knowledge of antivirus software within an enterprise environment.Aware of the importance of asset management and their role in updating asset inventory details.Good business sense with sensitivity to the environment.Familiar with IT Technical or functional support background.Preferred Education, Qualifications and Experience:Master’s degree.Some experience of working with third-party suppliers.Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable.Experience in setting up and deploying mobile devices is desirable.Date Posted:

05-Nov-2024Closing Date:

02-Jan-2025Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form. AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.

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