About Company
AstraZeneca is a global, science-led biopharmaceutical company that focuses on the discovery, development, and commercialisation of prescription medicines, primarily for the treatment of diseases in three main therapy areas: Oncology, Cardiovascular, Renal & Metabolism, and Respiratory & Immunology. Operating in over 100 countries, our innovative medicines are used by millions of patients worldwide. We are committed to pushing the boundaries of science to deliver life-changing medicines and to foster a culture of integrity, collaboration, and scientific excellence. Our purpose is to follow the science and deliver life-changing medicines to patients, ensuring that every decision we make is guided by a strong ethical framework and a dedication to improving global health.
Job Description
Join AstraZeneca, a global, science-led biopharmaceutical company, and become a vital part of our innovative team, dedicated to pushing the boundaries of science to deliver life-changing medicines. We are seeking a highly motivated and skilled IT Support Specialist to provide exceptional technical assistance to our employees working remotely across the US. This unique opportunity allows you to contribute to a critical function from the comfort and convenience of your home office, while being fully integrated into our dynamic IT ecosystem. In this role, you will be the frontline hero, ensuring our colleagues have seamless access to the technology they need to drive scientific breakthroughs and operational excellence. You’ll troubleshoot complex issues, provide expert guidance, and maintain the stability of our remote IT environment, directly impacting our mission to improve global health outcomes.
As an AstraZeneca IT Support Specialist working from home, you will play a crucial role in empowering our diverse workforce. Your day-to-day will involve diagnosing and resolving hardware and software issues, providing support for Microsoft 365 applications, network connectivity, VPN access, and a variety of bespoke pharmaceutical applications. We are looking for someone who thrives in a fast-paced, collaborative virtual setting, possesses a strong customer-centric mindset, and is passionate about solving technical challenges with efficiency and a positive attitude. Your ability to communicate complex technical information clearly and empathetically to non-technical users will be paramount.
This role is more than just fixing problems; it’s about empowering our people to perform at their best, ensuring that every scientist, researcher, and business professional has the robust and reliable IT infrastructure required to innovate. You will be responsible for managing support tickets from inception to resolution, adhering to service level agreements, and contributing to knowledge base articles to enhance user self-service capabilities. A strong understanding of IT security best practices and compliance in a regulated industry will also be crucial. We will provide you with the necessary tools, training, and support to excel in a remote environment, fostering a culture of continuous learning and development. Be part of a company that values your contribution, invests in your growth, and makes a tangible difference in the world every day. If you are an experienced IT professional looking for a challenging yet rewarding remote role with a leading biopharmaceutical company, poised to make a significant impact on our global operations and ultimately, patient lives, we encourage you to apply.
Key Responsibilities
- Provide first and second-line technical support for hardware, software, and network issues via phone, email, chat, and remote desktop tools.
- Diagnose and resolve technical issues related to Windows and macOS operating systems, Microsoft 365 suite, VPN connectivity, and corporate applications.
- Manage and prioritize support tickets using a ticketing system, ensuring timely resolution and adherence to SLA targets.
- Assist users with account management, password resets, and access permissions in line with security policies.
- Onboard new employees by configuring and deploying workstations and necessary software for remote work.
- Contribute to the creation and maintenance of IT knowledge base articles and documentation.
- Collaborate with senior IT staff and other teams to escalate and resolve complex technical problems.
- Maintain up-to-date knowledge of IT trends, security threats, and AstraZeneca's internal systems and applications.
- Ensure compliance with AstraZeneca's IT policies, security protocols, and regulatory requirements specific to the pharmaceutical industry.
Required Skills
- 3+ years of experience in an IT Support or Helpdesk role.
- Proficiency in troubleshooting Windows 10/11 and macOS operating systems.
- Strong knowledge of Microsoft 365 applications (Outlook, Word, Excel, Teams, SharePoint, OneDrive).
- Experience with Active Directory and user account management.
- Familiarity with remote support tools (e.g., TeamViewer, LogMeIn, SCCM, Intune).
- Basic understanding of networking concepts (TCP/IP, DNS, VPN).
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional verbal and written communication skills with a customer-centric approach.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification.
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certification.
- Experience supporting users in a regulated industry, such as pharmaceuticals or healthcare.
- Familiarity with ServiceNow or similar enterprise-level ticketing systems.
- Experience with mobile device management (MDM) platforms.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off (PTO) and company holidays.
- Flexible work-from-home policy and a supportive remote culture.
- Home office setup allowance and ongoing IT equipment support.
- Opportunities for professional development, training, and career advancement.
- Employee assistance program.
- Access to a global network of scientific and technical experts.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant IT support experience and remote work capabilities. We look forward to reviewing your application and exploring how your skills can contribute to AstraZeneca’s mission.