03 mar
Takeda Pharmaceutical
Xico
**Support and Operations Field Service Specialist**
**PURPOSE OF THE ROLE**
**Digital Workforce Solutions (DWS)**
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Providing high** touch **IT support to business partners**, including **desktop** and **mobility support**, technology upgrades, global webcasts and web chats, training, and **ensuring readiness for key operating meetings**.
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Local site support** of audio visual, **collaboration**, and server/data center support working with the owners of these towers to execute "hands-on" tasks on their behalf
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Manage projects** within the **local site**, implement new technology platforms
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Act as a liaison** **between customers and other corporate IT teams**,
provide consulting and architectural re-views within area of expertise, and develop skills for self and peers.
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Participates and executes technical standard analysis**, implementation and evaluation of small-scale solution projects within technical area of expertise on the following areas:
- End User Support
- Hardware troubleshooting and Repair
- Operating system and software
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Collaborates **with **IT Service Delivery**, **IT Business Support teams**, and **key business colleagues** to ensure existing solutions continue to a**lign with and meet business needs.
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**ACCOUNTABILITIES**
- Daily oversight of end-user IT support requirements, ticket queue monitoring, and escalation management.
- Perform governance and oversight for Managed Services onsite resources, including vendor management and reporting
- Interface with IT customers to understand business requirements and customer needs and assist in the development of solutions.
- Lead complex technical projects supporting global technological decisions and implementations.
- Establish service-level metrics used to define and measure technology services.
- Proactively engage with business partners by doing daily walks through the office.
- Set up and monitor important meetings that depend on A/V equipment to be successful (e.g.
Townhalls, All Hands, Financial and Budget meetings, etc.)
- Provide comprehensive training to our business partners on new and existing technologies.
- Investigates issues, analyzes solutions and implements technical changes on small projects.
- Supports the delivery of business solutions deployment to production, handle IMACD-processes of End User Equipment and IT Asset Management.
- Works under moderate guidance and direction.
- Understands key IT and Business objectives / goals and uses this knowledge within its own working field.
**QUALIFICATIONS**
**Education & Experience**
- Associate/Bachelor degree in Computer Science or equivalent field experience
- 3+ years of relevant technical experience, including systems analysis, design and implementation.
- Strong emphasis on Customer service and providing best-in-class end-user support.
- Ability to solve complex technical and business problems.
- Ability to coordinate projects and interact with all levels of management.
- Ability to work effectively in a team environment.
- Self-starter; ability to work independently with mínimal supervision.
- Knowledge of hardware, internals, peripherals, and software on platforms supported.
- Excellent verbal and written communication skills.
- Excellent judgment and customer interaction skills.
- Technical certifications and experience in the healthcare field and qualified/validated systems are a plus.
- Pharmaceutical industry and/or drug development business experience is a plus
**Skills & Competences**
- Leadership (Vision, strategy and business alignment, people management, communication, influencing others, man-aging change)
- Decision-making and Autonomy (The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-solving)
- Interaction (The span and nature of one's engagement with others when performing one's job, internal and external relationships)
- Innovation (The required level of scientific knowledge, knowledge sharing, innovation and risk taking)
**Locations**:
MEX - Santa Fe
**Worker Type**:
Employee
**Worker Sub-Type**:
Regular
**Time Type**:
Full time
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.