IT Senior Technical Support - Gothenburg

ABOUT THE ENTERPRISE TECHNOLOGY SERVICES TEAM

The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations and all End User Services and technologies. This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a strong focus on experience.

It's a dynamic and challenging environment to work in - but that's why we like it. There are countless opportunities to learn and grow, whether that's exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.



This is what you'll do

As the IT Senior Technical Support person, you will be responsible for the delivery of day-to-day IT services for users in a Site, Country or Region and work closely with the global service teams and their customers. You will ensure IT services including AskIT (genius bar) are delivered effectively through excellent delivery of front-line, proactive customer engagement and effective communication. Working within well established guidelines and with readily available, higher level of support expertise. You will be working as part of a delivery team, with individual responsibility to support defined groups within a function and be a business point of contact. This includes day-to-day IT support, providing detailed analysis, diagnosis and resolution on technical issues.



Key Accountabilities & Responsibilities

* Mentor and coach more junior staff and act as a point of reference in own specialist area
* Ensure reports or analysis meet quality standards, and provide interpretation of data
* Work within defined guidelines and policies, adhere to AZ IT policies, processes & SOP's
* Capability to identify and propose innovative solutions to improve service performance
* Independently analyze, diagnose and resolve complex tasks or problems related to AZ systems and applications.
* Troubleshoot and resolve trouble tickets related to technical difficulties with hardware and software
* Use remote access tools to transfer files to client PCs and troubleshoot problems
* Meet and work with external resources to identify process/procedures/automation opportunities; communicate issues effectively to team members and management.
* Support projects/problems/tasks until completion, including coaching junior team members
* Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys. Solicit ideas from customers and IT/IS staff to focus on the problem/task and work together to accomplish assignments
* Liaise with highly technical IT teams, as well as non-IT/IS customers, and communicate information effectively in all situations
* Support Hardware image configuration for desktop and laptops.
* Can provide "hands and eyes" support for network, servers, and conference rooms as needed
* Maintains links and networks with other teams/functions/3rd parties that impact on activities undertaken
* Works with management to understand business priorities and tailor support to local requirements
* Reviews policies and processes, identifying areas for enhancement and making recommendations for change.



Requirements

To succeed as the Senior IT Technical Support, we see that you are passionate about, and experienced in, providing exceptional customer service and analysing, managing and resolving issues. You thrive in the role as mentor/coach and are comfortable in guiding junior team members.

* Minimum 3 years' experience supporting Windows, in a Desktop Support environment - familiar with IT Technical or functional support
* Thorough knowledge of Lenovo desktops and laptops as well as MS operating systems and applications
* Ability to install and configure complex software applications and to provide support for upgrades and enhancements
* Proven knowledge and expertise in supporting Microsoft Office applications especially Outlook & MS Teams connected to a large MS Office 365
* Experience in the use of cloud-based storage solutions
* Experience in MS Teams, Zoom and collaboration tools
* Knowledge of antivirus software within an enterprise environment
* Aware of the importance of asset management and their role in updating asset inventory details
* Technical or business degree



Why join us

We're a network of entrepreneurial self-starters who contribute to something far bigger. There's a diversity of expertise in our Technology group that's unique to AstraZeneca - it allows us to dive deep into exploring new leading-edge technology.

A place to be open and transparent - we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!



About AstraZeneca

AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world's most serious disease.



SO, WHAT NEXT?

Are you up for an exciting challenge and ready to make a difference? If so, hit Apply today!



Open date: 25/2/2022

Close date: 13/3/2022