Team Lead Technical Support
Hamburg, Germany
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Ready to lead and take ownership in a dynamic, innovative environment? Join us at AstraZeneca and be part of a team that's changing lives through technology!
As a Senior IT Technical Support professional, you'll play a crucial role in delivering exceptional day-to-day IT services for users across our sites, countries, and regions. Working closely with global service teams and customers, you'll ensure seamless IT support while fostering proactive customer engagement and effective communication. With the opportunity to work within well-established guidelines and access to higher levels of support expertise, you'll be empowered to explore new possibilities, solve challenges, and continuously innovate.
Our Hamburg site is part of AstraZeneca's IT business area, where we're committed to disrupting the industry and changing lives through data, analytics, AI, machine learning, and more. We're at a pivotal stage in our journey to becoming a digital and data-led enterprise, making this an exciting time to join our team.
In this role, you'll be responsible for:
Delivering effective end-user services within a team
Mentoring junior staff and acting as a point of reference in your specialist area
Conducting analysis and preparing reports for issues across IT services delivered
Ensuring adherence to AZ IT policies, processes & SOPs
Identifying and proposing innovative solutions to improve service performance
Troubleshooting and resolving technical difficulties with hardware and software
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.
To excel in this role, you'll need:
Extensive experience supporting Windows in a Desktop Support environment
Thorough knowledge of Lenovo desktops and laptops as well as MS operating systems and applications
Ability to install and configure complex software applications
Experience analyzing, managing, expediting, and resolving issues with timely customer follow-up
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
Why AstraZeneca?
At AstraZeneca, you'll have the opportunity to make a meaningful impact on patients' lives while working with cutting-edge technology. Our diverse team of entrepreneurial self-starters contributes to something far bigger than themselves. We dare to lead by applying our problem-solving mindset across the entire enterprise. With investment behind us, there's no slowing us down – there's no better place to make a big impact!
We are an equal opportunity employer that values diversity. We're committed to providing accommodations for candidates upon request during all stages of the recruitment process.
Ready to join a team that's innovating, disrupting an industry
