Onsite Support Engineer

Astellas Pharma; Dublin; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Global collaboration

Impact on patient care

Innovation culture

Career growth opportunities

Job summary

Astellas seeks an On-Site Support Engineer to deliver comprehensive IT infrastructure support at our Dublin facility. You will install, maintain, and troubleshoot hardware, software, and networks while providing outstanding customer service. The role involves occasional on-call duties and travel to other sites as needed.

Hybrid work arrangement allows office presence with the flexibility to work from home where appropriate, supporting productive collaboration and timely issue resolution.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field or equivalent experience.
• Strong understanding of VMware HCI environments and virtual servers.
• Experience in field services or technical support roles.
• Knowledge of IT hardware, software, networking and OS.

Responsibilities

• Provide onsite technical support for server, storage, network, and client devices.
• Perform routine maintenance and upgrades of IT systems.
• Install and configure laptops, desktops, iPads, iPhones, printers and peripherals.
• Diagnose and resolve technical issues with computers, servers and networks.
• Deliver excellent customer service and train end-users.

Skills

VMware HCI

IT hardware

Networking

Customer service

English proficiency

Troubleshooting

Independent work

Travel willingness

Education

Bachelor's degree or equivalent in CS/IT

Tools

VMware

ServiceNow ITSM

Microsoft Windows/Linux

Job description

About Astellas

Astellas is a global life sciences company committed to turning innovative science into VALUE for patients. We provide transformative therapies in disease areas that include oncology, ophthalmology, urology, immunology and women's health. Through our research and development programs, we are pioneering new healthcare solutions for diseases with high unmet medical need. Learn more at Astellas.com.

Are you driven to make a real difference in the lives of patients?

We're seeking passionate individuals who thrive in dynamic environments, embrace new ideas, and aren't afraid to take intelligent risks. People who act with unwavering integrity and are deeply committed to making a tangible impact.

Working Environment and Location

• This position is based in our Dublin facility.
• This position will require on-site work and may require occasional evening or weekend work.
• The position require 24/7 on call shared with other team members.
• 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.

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.

Role and Responsibilities

• Onsite Support
  • Provide timely and effective technical support for Server, HCI Vmware, hardware, software, and networking issues.
  • Perform routine maintenance and upgrades on IT systems and equipment.
  • Install and configure computer systems(Laptop & Desktop), 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.

Continue:Role and Responsibilities

• 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)

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• Strong understanding of VMware HCI environments and virtual servers, with the ability to troubleshoot complex issues and support business users during critical incidents.
• Experience in 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 Qualifications

• 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

Benefits

Careers | Astellas

Why Astellas

• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients' lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where you'll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

Our Organisational Values and Behaviours

• Integrity
• Innovation
• Impact
• One Astellas
• Accountability
• Courage
• Sense of Urgency
• Outcome Focus

Skills And Capabilities

Organizational Focus

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.