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VIP Support Engineer

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AstraZeneca

Oct 12

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Dublin
    Remote
  • Quick Apply

AI generated summary

  • You must have 5+ years in a similar role, ITIL knowledge, ServiceNow experience, strong communication skills, a passion for service, and the ability to coach others.
  • You will provide global, 24x7 VIP IT support, ensuring top executives receive white glove technical assistance, expert training, and travel to various sites as needed.

Requirements

  • Fluent in English (written and spoken).
  • Higher level qualification or demonstrable experience in information technology or business and process management.
  • A passion for delivering world-class service continually challenging and driving change in pursuit of the experience.
  • 5+ years experience in a similar role
  • Proven technical know-how and ability to pick things up quickly and assimilate information.
  • Experience in teaching and coaching others to support their ability to perform well in their role.
  • Strong knowledge of key ITIL Processes and their interoperability.
  • Excellent attention to detail.
  • Ability to review and process information to produce findings/insights supporting decision making.
  • Positive approach to learning new tools, technologies or processes as required for the role.
  • Ability to work collaboratively in diverse, multinational teams, across time zones.
  • A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative.
  • Strong ability to manage competing priorities to successful delivery and working to deadlines.
  • Strong experience of ServiceNow ITSM Toolset or similar.
  • Ability to interact with the senior level executives using excellent verbal/written communication skills.
  • Working knowledge of Apple products (MacBook, iPAD, iPhone)
  • Demonstrable experience of supporting service improvements
  • Customer Service background or accreditation desirable
  • ITIL Foundation Accreditation desirable
  • Category B licence and own transport.

Responsibilities

  • This role has responsibility for VIP IT support for the SET and SET-1 community based on site and remotely and works closely with technical leadership.
  • You will be responsible for:
  • VIP IT Support - The AZ IT VIP Service is provided to the AstraZeneca business to support our top Executive team with white glove technical support anywhere in the world they may need assistance. The VIP Global service will cover 24x7 support for this limited group of executives. The service will be provided at AZ Campus sites as a normal practice. However, to properly provide the VIP support, travel to alternate sites or locations may be required at any time.
  • The service will go to the executive whenever practical. The normal hours of coverage of the service is based on the hours of the AZ Campus where provided. However, as VIP is a 24x7 Global service, the service will provide additional coverage for non-site hours. With Global reach, the service will use a follow the sun methodology when appropriate.
  • This role is expected to be the subject matter expert in the ways of working for our VIP personnel and is part of the VIP Support network and Regional VIP Support Team. They will be a subject matter expert for the technology and tools used by the VIP personnel, including ensuring appropriate training is given and up-to-date and relevant for their day-to-day activities.

FAQs

What are the core responsibilities of the VIP Support Engineer?

The VIP Support Engineer is responsible for providing white glove technical support to AstraZeneca's top executive team both on-site and remotely, ensuring 24x7 coverage internationally, and acting as a subject matter expert for VIP personnel technology and tools.

What are the required qualifications for this role?

Candidates need to have fluent English communication skills, a higher-level qualification or relevant experience in IT or business/process management, at least 5 years in a similar role, strong knowledge of ITIL processes, and experience with the ServiceNow ITSM toolset or similar.

Is travel required for this position?

Yes, travel to various sites or locations may be required at any time to provide VIP support when necessary.

What kind of experience or skills should candidates possess?

Candidates should have proven technical know-how, strong attention to detail, the ability to manage competing priorities, experience in coaching others, and a positive approach to learning new tools and technologies.

What is the expected working style for this role?

The working style is collaborative, requiring the ability to work across diverse, multinational teams and various time zones, while maintaining a self-starter attitude and high levels of drive and resilience.

Are there any preferred qualifications for this position?

Preferred qualifications include demonstrable experience in service improvements, a customer service background or accreditation, ITIL Foundation Accreditation, and a Category B licence with access to transport.

What technology proficiency is necessary for this role?

Strong knowledge and working experience with Apple products, including MacBook, iPad, and iPhone, are necessary along with familiarity with key ITIL processes.

What is the focus of the VIP IT Support service?

The VIP IT Support service focuses on delivering world-class service to top executives, ensuring their technology needs are met seamlessly and effectively, anywhere in the world, at any time.

Is experience with ServiceNow mandatory for this position?

While strong experience with ServiceNow ITSM toolset or a similar platform is highly preferred, it is crucial that candidates demonstrate their ability to quickly learn and adapt to the necessary tools and technologies.

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AstraZeneca

What science can do

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

We're transforming the future of healthcare by unlocking the power of what science can do for people, society and the planet. AstraZeneca is a global pharmaceutical company dedicated to improving the health and well-being of people worldwide. With a focus on innovative research and development, AstraZeneca develops and manufactures a wide range of prescription medicines, including treatments for cardiovascular, respiratory, oncology, and other therapeutic areas. Their aim is to transform the lives of patients by discovering, developing, and delivering innovative medicines that address unmet medical needs. AstraZeneca's purpose is to push the boundaries of science and collaborate with healthcare professionals, organisations, and communities to improve patient outcomes and contribute to the advancement of healthcare globally.