Onsite Support Engineer

About Astellas:

At Astellas we are a progressive health partner, delivering value and outcomes where needed. We pursue innovative science, focusing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions.

We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage. Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword - it’s a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.

We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their care-givers, to ensure the medicines we develop continue to provide meaningful outcomes. Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.

The Opportunity:

As an Onsite Support Engineer, you will perform routine maintenance and upgrades on IT systems and equipment and provide timely and effective technical support for hardware, software, and networking issues. Working as part of the global team, you will communicate effectively with clients to understand their needs and provide appropriate solutions with exceptional customer service to clients by addressing their technology concerns promptly and professionally.

Key Activities for this role:

• Providing comprehensive onsite technology support and services to ensure optimal performance of all IT infrastructure and systems at assigned sites.
• Installing and configuring computer systems, iPads, iPhones, printers, maintenance, troubleshooting, and repair of hardware and software, as well as providing excellent customer service to resolve technical issues efficiently.
• Diagnosing and resolving technical issues with computers, servers, networks, and other technology components.
• Working together with other support teams which are on-site (e.g. Lab support, AV support).

Essential Knowledge & Experience:

• Previous experience in field services or similar technical support roles.
• Strong knowledge of computer hardware, software, networking, and operating systems.
• Proficiency in troubleshooting and repair of IT equipment and systems.
• Experience with IT Service Management, Service Desk, and Change Management processes.
• Good Knowledge of ITIL, ServiceNow ITSM, and Agile.
• Fluent in written and verbal business English.

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.

Education/Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent.

Additional Information:

• This is a permanent, full-time position based in Milan, Italy.
• This position requires you to be 100% on-site/in the office and may require occasional evening or weekend work.
• The position may require 24/7 on-call shared with other team members.

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

Job Types: Full-time, Permanent

Work Location: In person