Job Description

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 Bengaluru and will require some on-site work.

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 and upgrades on IT systems and equipment.



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


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.



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



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

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

Working Environment

Astellas' Global Capability Centres - Overview



Astellas' Global Capability Centres (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico.The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands.



Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company's strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.



At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas' Responsible Flexibility Guidelines.



Category TechX



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



EOE including Disability/Protected Veterans