Astellas Canada - Onsite Support Engineer

At Astellas, we strive to become a cutting-edge, value-driven life science innovator. This means working at the forefront of healthcare change to turn innovative science into VALUE for patients.

What sets us apart is our focus on patients, our pioneering innovation, our collaborative culture, and the passion of our talented people.

Making a positive impact on patients’ lives is the purpose behind everything we do. At Astellas, we are relentless in our pursuit of scientific progress and in tackling unmet medical needs, demonstrated by our legacy in oncology, overactive bladder and transplant and our impressive pipeline in women's health, blindness and regeneration, genetic regulation, immuno-oncology, mitochondria and targeted protein degradation.

About Us:

We are a global pharmaceutical company headquartered in Japan, with a team of more than 14,000 managing operations in approximately 70 countries around the world. We are in the Top 30 global biopharma company based on global revenues and are predicted to be one of the Top 10 Cancer Drug Makers of 2024 by Fierce Pharma.

In Canada, we are growing to meet the exciting opportunities realized by our legacy brands and rich pipeline of innovative treatments.

We are looking for candidates who will thrive in our entrepreneurial and empowering environment where talent and leadership flourish. Do your values align with our Astellas Way - patient focus, ownership, results, openness and integrity? Then we would love to hear from you.

From the first day in role, everyone at Astellas has a responsibility for creating a brighter future for patients around the world. We nurture exceptional relationships with our employees to allow them to thrive, foster innovation, and deliver exceptional business results. We work to create a culture where our people feel empowered to pursue brave ideas and ambitious outcomes, to have the confidence to be accountable for a higher standard of performance and embody a competitive and solutions-oriented mindset.

Our expertise, science and technology make us a pharma company. Our open and diverse culture is what makes us uniquely Astellas.

Astellas Pharma Canada (APCA) is currently searching for an Onsite Support Engineer.

Purpose:

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

• 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

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

Additional Information

Astellas Pharma Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the hiring process.

Astellas Pharma Canada requires full Vaccination against COVID-19 as a condition of employment. Reasonable accommodation to this policy may be granted for a valid accommodation request under human rights legislation.

No telephone inquiries, in-person applications, or agencies please. While we appreciate all applications, only candidates under consideration will be contacted.

Category TechX

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

EOE including Disability/Protected Veterans