IT Infrastructure Support Specialist

At AstraZeneca, we pride ourselves on crafting a collaborative culture that champions knowledge-sharing, ambitious thinking and innovation - ultimately providing employees with the opportunity to work across teams, functions and even the globe.

Recognizing the importance of individualized flexibility, our ways of working allow employees to balance personal and work commitments while ensuring we continue to create a strong culture of collaboration and teamwork by engaging face-to-face in our offices 3 days a week. Our head office and BlueSky Hub in downtown Toronto are purposely designed with collaboration in mind, providing space where teams can come together to strategize, brainstorm and connect on key projects.

Our dedication to sustainability is also central to our culture and part of what makes AstraZeneca a great place to work. We know the health of people, the planet and our business are interconnected which is why we’re taking ambitious action to tackle some of the biggest challenges of our time, from climate change to access to healthcare and disease prevention.

**Our role**:
The IT Infrastructure Support Specialist person is responsible for the excellent 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. The role ensures IT services including AskIT are delivered effectively through excellent delivery of front-line, proactive customer engagement and effective communication.

Working within well established guidelines and with readily available with higher level of support expertise. Typically, working as part of a delivery team, will individual responsibility to serve defined groups within a function and will be a business point of contact; they will be experienced in delivering day-to-day IT support, they will provide detailed analysis, diagnosis and resolution on technical issues.

**Typical Accountabilities**:

- Works within a team to deliver effective end user services.
- Mentors more junior staff and acts as a point of reference in own 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
- Works within defined guidelines and policies, adheres to AZ IT policies, processes & SOP’s
- Must show the capability to identify and propose innovative solutions to improve service performance
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware and software
- Support a genius bar (known as AskIT) and provide just-in-time technical and how-to support to customers
- 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.

**Education, Qualifications, and Experience**:

- Minimum 3 years’ experience supporting Windows, in a Desktop Support environment
- Experience analyzing, managing, expediting and resolving issues with timely customer follow up
- 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
- Good business acumen with sensitivity to environment
- Familiar with IT Technical or functional support background

**Desirable skills**:

- Master’s degree
- Some experience of working with third party suppliers.
- Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable
- Experience in setting up and deploying mobile devices is desirable

**Great People want to Work with us Find out why**:

- GTAA Top Employer Award for 9 years
- Learn about our culture
- Learn more about working with us in Canada
- View our YouTube channel