IT Technical Support Specialist (Hybrid Role)

The IT Technical Support Specialist is responsible for the exceptional delivery of day-to-day IT services providing effective technical resolution to incident and change management, oversight to standard design and solutions, service optimization and capacity challenges, as well as new systems implementation support that meets customer and business demands within a Site, Country, or Region. The role will be driven to collaborate with key stakeholders, global service teams, and customers to proactively ensure optimal service delivery for all local IT services, infrastructure, specialized lab and manufacturing systems, and provide high level operations support through proactive customer engagement and effective communication. The role will ensure all required quality and compliance standards will be maintained and it’s expected to demonstrate technical proficiency for local and regional Onsite IT Teams including backing up or performing the OCS - IT Specialist Technical Support function tailored to factory operations, production lines, and laboratory systems.

Role Specific Responsibilities

• Works within a team to deliver effective end-user services.
• Mentors more junior staff and acts as a point of reference in their specialist area.
• Conducts analysis and prepares reporting for issues across IT services delivered.
• Ensures reports or analysis meet quality standards and provides interpretation of data.
• Collaboratively analyzes, diagnoses, and resolves complex tasks or problems related to AZ systems and applications.
• Troubleshoots and resolves trouble tickets related to technical difficulties with hardware and software.
• Provides support to the AskIT (genius bar) just-in-time technical and how-to support to customers.
• Uses remote access tools to transfer files to client PCs and troubleshoot problems.
• Meets SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys.
• Liaises with highly technical global IT teams and non-IT/IS customers, communicating information effectively.
• Supports hardware image configuration for desktops and laptops.
• Provides "hands and eyes" support for all local site infrastructure services, including but not limited to (network, servers, printing, and conference rooms as needed).
• Maintain configuration management data for relevant OCS-supported systems

• Collaborate on policies and processes, identifying areas for enhancement and making recommendations for change.
• Delivers specialist IT technical support to the Operations estate, including Automation, Formulation, Packaging, Manufacturing, Quality, and Compliance Systems.
• Consults with customers to support and balance the needs for effective system management, including agreeing on planned and unplanned periods of downtime.
• Performs work activities covering technical and quality aspects on relevant systems, identifying root causes and resolutions of technical issues.
• Assists the user community in provision of transition support and change planning, liaising with project and service teams.
• Ensures OCS supported systems have properly maintained patched and anti-virus levels.
• Owns the maintenance of the configuration management data for relevant OCS supported systems.
• Supports specialist computing devices such as specialty printers, scanners, and scale-to-laptop configurations.
• Manages local Service Introduction activities, including delivery and update of local system support models.
• Collaborate with local teams for all aspects of management of local applications, including development and maintenance of system lifecycle plans.
• Contribute to the successful delivery of the Operations Computing Service Improvement Portfolio
• Manage incidents through advanced technical acumen to resolve multi-faceted and complex IT and automation system issues.
• Support service change requests, enhancements, and implementation of architectural standards.
• Possess knowledge of the local technical environment, including Corporate IT Infrastructure, Dedicated Manufacturing Networks, Lab, and Production environments.
• Collaborate on consultation with IT services for new projects.
• Support reduced downtime in manufacturing, quality control (QC) laboratory facilities, and supply chain operations.
• Deliver to consistent services across all operations sites.
• Reduce business impact from key system failures.
• Mitigate risk from obsolete platforms, tools, and equipment through hardware and system lifecycle management practices.

Education, Qualifications, and Experience

Essential

• Bachelor’s degree in computer science, Engineering, or related technical discipline
• Proven track record with at least 3 years' experience working in an IT Technical support and delivery role.
• Thorough knowledge of 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, managing, expediting, and resolving issues with timely customer follow-up.
• Knowledge and expertise in supporting Microsoft Office applications, especially Outlook & MS Teams, Sharepoint, PowerBI, and PowerApps
• Exposure in the use of cloud-based storage solutions.
• Experience in MS Teams, Zoom, and collaboration tools.
• Knowledge of antivirus software within an enterprise environment.
• Good business acumen with sensitivity to the environment.
• Ability to work independently or as part of a team.
• Mitigate risk from obsolete platforms, tools, and equipment through hardware and system lifecycle management practices

• Some experience of working with third-party suppliers.
• Knowledge and exposure in supporting Apple Mac OS and iOS software.
• Experience in setting up and deploying mobile devices.
• Awareness in laboratory instrumentation and manufacturing Automation systems.
• Awareness of Quality and Compliance principles, Good Manufacturing or Good Laboratory Principles (GMP, GLP).
• Understanding of basic network engineering principles.
• Awareness with continuous process improvement. (Lean)

Skills and Capabilities

Essential

• Strong written and verbal communication skills
• Knowledge and experience with suppliers and supplier solutions.
• Familiarity with working in an international, multi-time zone support environment.
• Analytical, interpersonal, communication, organizational, numerical, and time management skills.
• Proven ability to multitask effectively while maintaining high quality.
• Must be able and willing to work in AskIT (genius bar); customer service skills are paramount.
• Must display patience and understanding when dealing with difficult customers.
• Must possess a commitment to providing exceptional customer service.
• Consult with customers to support effective system management, balancing planned and unplanned downtime to minimize business impact.
• 5 days a week onsite with flexibility when needed, with occasional weekend, after-hours, and holiday work required.
• Technical proficiency in applicable technology (database systems, architecture, specialty computing, network security).
• Ability to operate in a time-critical environment
• Possess knowledge of the local technical environment, including Corporate IT Infrastructure, Dedicated Manufacturing Networks, Lab, and Production environments.
• Support transition and change planning, liaising with project and service teams to ensure system continuity.
• Work as part of a global team to ensure consistency and best practices across the factory operations estate in line with global standards.
• Communicate complex technical information effectively to both technical and non-technical audiences.

Desirable

• Experience working in a global organization where stakeholders and project team members are geographically dispersed.
• Project management experience required

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 authorisation and employment eligibility verification requirements.