Location: Waltham,MA, USA
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 levels of 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 and will provide detailed analysis, diagnosis, and resolution on technical issues, working within a team to deliver effective end-user services.Responsibilities: Mentor more junior staff and act as a point of reference in own specialist area.Conduct analysis and prepare reporting for issues across IT services delivered.Ensure reports or analysis meet quality standards and provide interpretation of data.Work within defined guidelines and policies, adhering to AZ IT policies, processes & SOPs.Show the capability to identify and propose innovative solutions to improve service performance.Independently analyze, diagnose, and resolve complex tasks or problems related to AZ systems and applications.Fix and resolve trouble tickets related to technical difficulties with hardware and software.Support a genius bar (known as AskIT) and provide just-in-time technical and how-to support to customers.Use remote access tools to transfer files to client PCs and solve problems.Meet and work with external resources to identify process/procedures/automation opportunities; communicate issues effectively to team members and management.Support projects/problems/tasks until completion, including mentoring junior team members.Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys. Solicit ideas from customers and IT/IS staff to focus on the problem/task and work together to accomplish assignments.Liaise with highly technical IT teams, as well as non-IT/IS customers, and communicate information effectively in all situations.Support hardware image configuration for desktops and laptops.Provide “hands and eyes” support for network, servers, and conference rooms as needed.Maintain links and networks with other teams/functions/3rd parties that impact activities undertaken.Work with management to understand business priorities and tailor support to local requirements.Review policies and processes, identifying areas for enhancement and making recommendations for change.Essential Education, Experience, and Qualifications: High School Diploma required.Minimum 0-1 year 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: Bachelor's degree.Some experience 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: 08-Nov-2024Closing Date: 21-Nov-2024Our 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 to 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.#J-18808-Ljbffr