IT Senior Technical Support Specialist
| Company | AstraZeneca |
|---|---|
| Location | Coppell, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- High School Diploma
- Minimum of at least 5 years of IT experience, or 3 years in a senior IT technical support role.
- Experience supporting Windows and MacOS in a Desktop Support environment.
- Knowledge of Lenovo desktops and laptops, MS operating systems, and applications.
- Ability to install and configure complex software applications.
- Validated expertise in supporting Microsoft Office applications, especially Outlook, MS Teams, Sharepoint, PowerBI, and PowerApps.
- Experience with cloud-based storage solutions, MS Teams, Zoom, and collaboration tools.
- Knowledge of antivirus software within an enterprise environment.
- Consistent track record in IT Technical support and delivery.
- Ability to work independently or as part of a team.
- Experience with third-party suppliers and supporting Apple Mac OS and iOS software.
- Experience in setting up and deploying mobile devices.
- Experience in laboratory instrumentation and manufacturing Automation systems.
- Awareness of Quality and Compliance principles (GMP, GLP).
- Understanding of basic network engineering principles.
- Familiarity with IT Technical or functional support background.
- Experience working in a global organization with geographically dispersed team members.
Responsibilities
- Deliver effective end-user services within a team.
- Mentor junior staff and act as a reference point in specialized areas.
- Conduct analysis and prepare quality reports for IT services.
- Independently diagnose and resolve complex issues related to AZ systems and applications.
- Provide technical leadership supporting a genius bar (AskIT) and just-in-time technical support to customers.
- Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys.
- Liaise with global IT teams and non-IT/IS customers, communicating information effectively.
- Support hardware image configuration for desktops and laptops.
- Provide “hands and eyes” support for local site infrastructure services.
- Maintain configuration management data for relevant OCS-supported systems.
- Review policies and processes, recommending enhancements.
- Deliver specialist IT technical support to Operations estate, including Automation, Formulation, Packaging, Manufacturing, Quality, and Compliance Systems.
- Consult with customers to lead effective system operations, including planned and unplanned downtime.
- Perform technical and quality work activities, identifying root causes and resolutions.
- Assist in transition support and change planning, collaborating closely with project and service teams.
- Ensure OCS-supported systems maintain proper patch and anti-virus levels.
- Run local Service Introduction activities and support models.
- Act as a focal point for local applications management.
- Support local OCS team tasks and act as first point of escalation.
- Ensure local teams meet performance goals and adhere to OCS policies.
- Give to the Operations Computing Service Improvement Portfolio.
- Handle incidents and resolve complex IT and automation system issues.
- Support service change requests and architectural standards implementation.
- Provide consultation services for new projects.
- Safeguard reduced breakdowns in manufacturing, QC laboratory facilities, and supply chain operations.
- Mitigate risk from obsolete platforms through hardware and system lifecycle management practices.
Preferred Qualifications
- Knowledge of Lean or Six Sigma Principles
- Experience leading people and continuous process improvement
- Project management experience
- Experience in laboratory instrumentation and manufacturing Automation systems
- Awareness of Quality and Compliance principles, Good Manufacturing or Good Laboratory Principles (GMP, GLP)