IT Technical Support Specialist (Hybrid Role)

at  AstraZeneca

The IT Technical Support Specialist is responsible for the exceptional delivery of day-to-day IT services providing effective technical resolution to incident and change management, oversight to standard design and solutions, service optimization and capacity challenges, as well as new systems implementation support that meets customer and business demands within a Site, Country, or Region. The role will be driven to collaborate with key stakeholders, global service teams, and customers to proactively ensure optimal service delivery for all local IT services, infrastructure, specialized lab and manufacturing systems, and provide high level operations support through proactive customer engagement and effective communication. The role will ensure all required quality and compliance standards will be maintained and it’s expected to demonstrate technical proficiency for local and regional Onsite IT Teams including backing up or performing the OCS - IT Specialist Technical Support function tailored to factory operations, production lines, and laboratory systems.

• Works within a team to deliver effective end-user services.
• Mentors more junior staff and acts as a point of reference in their specialist area.
• Conducts analysis and prepares reporting for issues across IT services delivered.
• Ensures reports or analysis meet quality standards and provides interpretation of data.
• Collaboratively analyzes, diagnoses, and resolves complex tasks or problems related to AZ systems and applications.
• Troubleshoots and resolves trouble tickets related to technical difficulties with hardware and software.
• Provides support to the AskIT (genius bar) just-in-time technical and how-to support to customers.
• Uses remote access tools to transfer files to client PCs and troubleshoot problems.
• Meets SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys.
• Liaises with highly technical global IT teams and non-IT/IS customers, communicating information effectively.
• Supports hardware image configuration for desktops and laptops.
• Provides “hands and eyes” support for all local site infrastructure services, including but not limited to (network, servers, printing, and conference rooms as needed).
• Maintain configuration management data for relevant OCS-supported systems
• Collaborate on policies and processes, identifying areas for enhancement and making recommendations for change.
• Delivers specialist IT technical support to the Operations estate, including Automation, Formulation, Packaging, Manufacturing, Quality, and Compliance Systems.
• Consults with customers to support and balance the needs for effective system management, including agreeing on planned and unplanned periods of downtime.
• Performs work activities covering technical and quality aspects on relevant systems, identifying root causes and resolutions of technical issues.
• Assists the user community in provision of transition support and change planning, liaising with project and service teams.
• Ensures OCS supported systems have properly maintained patched and anti-virus levels.
• Owns the maintenance of the configuration management data for relevant OCS supported systems.
• Supports specialist computing devices such as specialty printers, scanners, and scale-to-laptop configurations.
• Manages local Service Introduction activities, including delivery and update of local system support models.
• Collaborate with local teams for all aspects of management of local applications, including development and maintenance of system lifecycle plans.
• Contribute to the successful delivery of the Operations Computing Service Improvement Portfolio
• Manage incidents through advanced technical acumen to resolve multi-faceted and complex IT and automation system issues.
• Support service change requests, enhancements, and implementation of architectural standards.
• Possess knowledge of the local technical environment, including Corporate IT Infrastructure, Dedicated Manufacturing Networks, Lab, and Production environments.
• Collaborate on consultation with IT services for new projects.
• Support reduced downtime in manufacturing, quality control (QC) laboratory facilities, and supply chain operations.
• Deliver to consistent services across all operations sites.
• Reduce business impact from key system failures.
• Mitigate risk from obsolete platforms, tools, and equipment through hardware and system lifecycle management practices.