At AstraZeneca, patients are at the heart of everything we do.

A global company that pushes the boundaries of science, we all share a big purpose: to discover and develop life-changing medicines that save lives.

Our role is to keep the business productive. Bringing together technology and service, with efficiency and security we drive the effective use of tools, processes and ways of working. A unique combination of reliability, and proactivity and collaboration. Always maintaining our global standards, whilst seeking opportunities for improvement across all our infrastructure.

The End User Services function provides IT Services for the entire AZ organisation. The function is truly global in scale with team members across Asia, Europe and the Americas.

We currently have an exciting opportunity for an AskIT & Onsite Engineer to join us out of our site in West Chester, OH!. You will report to the Onsite Team Lead within a matrix organization aligning to local Campus IT Management.

Role Focus & Challenge

As the AskIT Engineer you will be responsible for the end user experience and delivery of end user IT services this role will perform the day-to-day onsite IT activities so that “Customer Effectiveness1” and Campus IT2 objectives are met.

You accountable for ensuring the ‘effective delivery’ of Corporate IT EUS (End User Services3) services to our global customers through the Global ‘AskIT’ service (an enhanced end user support service on key sites Tech/Genius Bar) and the effective delivery of deskside support services.

This role involves delivering various tasks such as incident and/or demand management, ‘AskIT’ (including customer service), process alignment, service improvements and satisfaction measures, Asset management and stock inventory of any IT equipment on site to support Joiners, Movers and Leavers processes.

Key Responsibilities

• Perform 1st & 2nd line deskside support for the customer’s device. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team
• Analyze customer needs using their analytical skills to develop appropriate and innovative solutions as needed.
• Collaborate closely with other IT teams as needed to resolve incidents / issues / queries, keeping the user advised of upcoming steps
• Ensure that customer concerns are handled, managed and minimized while maintaining calm in conflict situations.
• Support the local IT processes of incoming and outgoing staff to help them in a successful IT experience.
• Demonstrate excellent customer service skills and a desire to support end users face to face
• Perform a variety of technical work activities either remotely or at Deskside to meet business and customer requirements
• Support IT drop in clinics and assist with floor walks when required.
• Perform IMAC6 activities
• Document and report on work completed within the Service Management tool ServiceNow7. Creating and updating tickets for all assistance provided
• Act in accordance with company Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
• Keep skills up to date with IT industry standards as appropriate to the role
• Provides improved Support where required for identified VIP’s / priority customers
• The wearing of garments with the AskIT logo in a professional way represents the AskIT brand and the One-IT experience.

What we are looking for?

• You will have experience of working in an ITIL and Lean focused environment
• Demonstrable ability to successfully interact face to face with end users
• Confirmed knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software development technologies 9SMS, SCCM, etc.) Group Policy Objects and remote -control methods.
• Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable
• Experience in setting up and deploying mobile devices is desirable
• 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 such as MS OneDrive and Box
• Experience in MS Teams, Zoom and other collaboration tools
• Knowledge of antivirus software within an enterprise environment
• Ability to work in a customer-oriented support role manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace
• Proven desktop support knowledge and expertise specifically for IT services (e.g. LAN / Wi-Fi, printing)
• Demonstrable ability to successfully interact with other specialists in other proficiencies (e.g. application support, network team, server admin, etc.)
• Knowledge and experience of ServiceNow or another ITSM tool is desirable

AstraZeneca is a place to innovate, take ownership and run with it – with countless opportunities to learn and grow your career. You get to craft your path, but there’s support all the way. If this sounds of interest... we would love to hear from you!

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.