IT Technical Support Specialist at AstraZeneca

📍 Job Overview

Job Title: IT Technical Support Specialist
Company: AstraZeneca
Location: Lisbon, Portugal
Job Type: Full-Time, Hybrid (3 days per week in-office)
Category: IT Support
Date Posted: 2025-08-01
Experience Level: Entry-Mid Level (0-2 years)
Remote Status: On-site/Hybrid

🚀 Role Summary

Front-of-house IT support for end-users, ensuring seamless IT services and enhancing customer experiences.
Primary customer contact at the AskIT desk, maintaining a welcoming and engaging service environment.
Technical issue resolution and asset management, including device trials, peripheral loans, and hands-on training.
Collaboration with other IT teams to resolve faults and maintain high service standards.
Representation of the AskIT brand and OneIT experience, adhering to uniform guidelines.

📝 Enhancement Note: This role focuses on providing exceptional customer service and technical support to end-users, contributing to AstraZeneca's overall IT service quality and customer experience.

💻 Primary Responsibilities

Provide front-of-house IT support at the AskIT desk, assisting customers with issue resolution, device trials, peripheral loans, and hands-on training.
Analyze customer needs and develop effective, innovative IT solutions tailored to their requirements.
Triage technical queries and rapidly resolve issues at the AskIT desk, ensuring customer satisfaction.
Coordinate with other IT teams to resolve faults, keeping customers informed of progress and maintaining high service standards.
Log all customer interactions and incidents as ServiceNow tickets, ensuring accurate record-keeping and efficient issue tracking.
Manage escalations effectively, maintaining composure in high-pressure situations and ensuring timely resolution.
Oversee AskIT asset inventory, tracking borrowed items and ensuring the availability of trial devices for end-users.
Process returned IT equipment in compliance with Asset Management policies, maintaining accurate records and minimizing equipment loss.
Support local onboarding and offboarding processes for smooth IT transitions, ensuring new and departing employees have access to necessary IT resources.
Represent the AskIT brand and OneIT experience professionally, adhering to uniform guidelines and maintaining a positive image for the IT support team.

📝 Enhancement Note: This role requires strong communication skills, technical problem-solving abilities, and a customer-focused mindset to deliver exceptional IT support services.

🎓 Skills & Qualifications

Education: A degree in Information Technology or equivalent experience.

Experience: Proven customer service focus with strong communication skills, preferably in an IT support environment.

Required Skills:

IT degree or equivalent experience.
Proven customer service focus with strong communication skills.
Technical support for Windows OS, Lenovo hardware, and Microsoft Office (Office 2016/365).
Experience with Active Directory, Group Policy, deployment tools, and remote support.
Familiarity with Apple Mac OS, iOS, and mobile device setup.
User training, tech bar, and asset management experience.
Proficient with ServiceNow and enterprise antivirus solutions.

Preferred Skills:

Ability to work effectively within a matrix organization structure.

📝 Enhancement Note: While an IT degree is preferred, equivalent experience in IT support or customer service roles will also be considered for this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer service case studies demonstrating successful issue resolution and customer satisfaction.
Technical support examples showcasing problem-solving skills and familiarity with Windows OS, Lenovo hardware, and Microsoft Office.
Asset management projects highlighting experience in inventory tracking, device trials, and peripheral loans.
Training materials or guides created to assist end-users with IT services and products.

Technical Documentation:

Process documentation outlining local onboarding and offboarding procedures, as well as IT service request processes.
Troubleshooting guides for common IT issues, demonstrating problem-solving skills and attention to detail.
ServiceNow ticket examples showcasing accurate record-keeping and efficient issue tracking.

📝 Enhancement Note: While a traditional web portfolio may not be applicable for this role, candidates should focus on demonstrating their customer service skills, technical support experience, and attention to detail through relevant case studies and documentation.

💵 Compensation & Benefits

Salary Range: €24,000 - €32,000 per annum (based on Portuguese IT Support Specialist market rates and experience level)

Benefits:

Competitive salary and benefits package.
Opportunity to work in a global pharmaceutical company with a strong focus on innovation and patient care.
Collaborative work environment with a matrix organization structure, fostering professional growth and development.
3 days per week in-office, with flexible remote work arrangements.

Working Hours: Full-time (40 hours per week), with a flexible work schedule to accommodate customer support needs and maintenance windows.

📝 Enhancement Note: The salary range is estimated based on market research for IT Support Specialist roles in Portugal, considering the candidate's experience level and the company's size. Benefits may vary and should be confirmed with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Pharmaceutical and biotechnology, with a strong focus on research and development, manufacturing, and marketing of prescription medicines.

Company Size: Large (over 70,000 employees worldwide), with a decentralized, matrix organization structure that fosters collaboration and innovation.

Founded: 1999 (as a result of a merger between Astra AB and Zeneca Group plc), with a rich history in pharmaceutical research and development.

Team Structure:

AskIT team: Responsible for front-of-house IT support, serving defined groups within a function.
Other IT teams: Collaborate with the AskIT team to resolve faults and maintain high service standards, including IT infrastructure, applications, and data management teams.

Development Methodology:

Agile methodologies: Used for project management and continuous improvement in IT services and support.
Collaborative approach: Encourages cross-functional teamwork and knowledge sharing between IT teams and end-users.

Company Website: AstraZeneca

📝 Enhancement Note: AstraZeneca's company culture emphasizes collaboration, innovation, and patient-centricity, with a strong focus on delivering high-quality IT services and support to end-users.

📈 Career & Growth Analysis

IT Technical Support Specialist Career Level: Entry-Mid Level (0-2 years)

Reporting Structure: Reports directly to the AskIT Team Lead, with regular interaction with other IT teams, end-users, and stakeholders.

Technical Impact: Directly influences end-user satisfaction and IT service quality, contributing to AstraZeneca's overall IT service performance and customer experience.

Growth Opportunities:

IT Support Specialist II: After 1-2 years of successful performance, candidates may progress to a more senior IT support role, with increased responsibilities and leadership opportunities.
IT Service Desk Manager: With relevant experience and strong leadership skills, candidates may advance to a management role, overseeing IT support teams and driving service improvement initiatives.
Specialist roles: Depending on the candidate's interests and skills, they may also explore opportunities in specialized IT support areas, such as hardware, software, or network support.

📝 Enhancement Note: Career progression in AstraZeneca's IT support team is based on performance, skills development, and demonstrated leadership potential. Opportunities for growth and development are available through training, mentoring, and internal promotions.

🌐 Work Environment

Office Type: Hybrid, with 3 days per week in the office and flexible remote work arrangements.

Office Location(s): Lisbon, Portugal

Workspace Context:

Collaborative environment: Encourages teamwork and knowledge sharing between IT support specialists and other IT teams.
Modern IT infrastructure: Provides access to state-of-the-art IT equipment, tools, and resources for end-user support.
User-focused design: Prioritizes user experience and accessibility in IT services and support, ensuring end-users have access to the resources they need to perform their jobs effectively.

Work Schedule: Full-time (40 hours per week), with a flexible work schedule to accommodate customer support needs and maintenance windows. The role may require occasional on-call duties or weekend work to ensure 24/7 IT service availability.

📝 Enhancement Note: AstraZeneca's hybrid work environment fosters collaboration and innovation, with a strong focus on delivering high-quality IT services and support to end-users. The flexible work schedule ensures that IT support specialists are available to assist end-users during core business hours and maintain IT service availability outside of regular business hours.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, customer service experience, and technical proficiency in IT support.
On-site Interview: A face-to-face meeting with the AskIT Team Lead and other IT support specialists to discuss the role, team dynamics, and technical support challenges. This may include a practical exercise or case study to evaluate problem-solving skills and customer service aptitude.
Final Decision: A decision will be made based on the candidate's performance throughout the interview process, with a focus on communication skills, technical proficiency, and cultural fit.

Portfolio Review Tips:

Customer service case studies: Highlight successful issue resolution and customer satisfaction, demonstrating strong communication skills and technical problem-solving abilities.
Technical support examples: Showcase familiarity with Windows OS, Lenovo hardware, and Microsoft Office, as well as experience with Active Directory, Group Policy, deployment tools, and remote support.
Asset management projects: Highlight experience in inventory tracking, device trials, and peripheral loans, demonstrating attention to detail and organizational skills.
Training materials or guides: Include any resources created to assist end-users with IT services and products, showcasing strong communication skills and a user-focused mindset.

Technical Challenge Preparation:

Customer service scenarios: Practice handling customer service scenarios, focusing on active listening, empathy, and problem-solving skills.
Technical support exercises: Brush up on technical support skills for Windows OS, Lenovo hardware, and Microsoft Office, as well as experience with Active Directory, Group Policy, deployment tools, and remote support.
Asset management tasks: Familiarize yourself with inventory tracking, device trials, and peripheral loans, ensuring a solid understanding of asset management processes and procedures.

ATS Keywords: [See the comprehensive list of ATS keywords at the end of this document]

📝 Enhancement Note: AstraZeneca's interview process focuses on assessing the candidate's communication skills, technical proficiency, and cultural fit for the IT support team. Portfolio review tips and technical challenge preparation should focus on demonstrating strong customer service skills, technical support experience, and attention to detail.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A (This role focuses on IT support services rather than web development)

Backend & Server Technologies: N/A (This role focuses on IT support services rather than server administration)

Development & DevOps Tools:

ServiceNow: A cloud-based IT service management platform used for incident, problem, and change management, as well as IT asset management.
Active Directory: A directory service used for managing user accounts and computer accounts in a Windows domain environment.
Group Policy: A feature of Microsoft Windows that allows administrators to manage user and computer configurations in an Active Directory environment.
Deployment tools: Software tools used to automate the deployment and configuration of operating systems, applications, and updates on client computers.
Remote support tools: Software tools used to remotely access and troubleshoot client computers, providing technical support to end-users.

📝 Enhancement Note: While this role does not involve web development or server administration, it requires a strong understanding of IT support tools and technologies, as well as experience with Windows OS, Lenovo hardware, and Microsoft Office.

👥 Team Culture & Values

IT Support Values:

Customer-centricity: Focus on delivering exceptional customer service and support to end-users, ensuring high service standards and customer satisfaction.
Collaboration: Work closely with other IT teams and end-users to resolve technical issues and maintain high service standards.
Continuous improvement: Regularly review and enhance IT support processes and procedures to ensure optimal service performance and customer satisfaction.
Professionalism: Maintain a positive and professional image for the IT support team, adhering to uniform guidelines and representing the AskIT brand.

Collaboration Style:

Cross-functional integration: Work closely with other IT teams, end-users, and stakeholders to resolve technical issues and maintain high service standards.
Knowledge sharing: Encourage collaboration and knowledge sharing between IT support specialists and other IT teams, fostering a culture of continuous learning and improvement.
Peer support: Provide support and guidance to fellow IT support specialists, contributing to a positive and collaborative team environment.

📝 Enhancement Note: AstraZeneca's IT support team values a customer-centric, collaborative, and continuously improving culture, with a strong focus on delivering high-quality IT services and support to end-users.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-volume support: Manage a high volume of customer support requests, ensuring timely resolution and maintaining high service standards.
Escalation management: Effectively manage escalations, maintaining composure in high-pressure situations and ensuring timely resolution.
Asset management: Oversee AskIT asset inventory, tracking borrowed items, and ensuring the availability of trial devices for end-users.
Process improvement: Continuously review and enhance IT support processes and procedures, ensuring optimal service performance and customer satisfaction.

Learning & Development Opportunities:

Training and certification: AstraZeneca offers various training and certification opportunities to help IT support specialists develop their skills and advance their careers.
Mentoring and coaching: IT support specialists may have the opportunity to work with experienced team members, receiving guidance and support to develop their skills and advance their careers.
Career progression: With relevant experience and strong performance, IT support specialists may have the opportunity to progress to more senior roles, such as IT Support Specialist II or IT Service Desk Manager.

📝 Enhancement Note: AstraZeneca's IT support team offers various technical challenges and growth opportunities, with a strong focus on continuous learning, improvement, and career progression.

💡 Interview Preparation

Technical Questions:

Customer service scenarios: Prepare for customer service scenarios, focusing on active listening, empathy, and problem-solving skills.
Technical support exercises: Brush up on technical support skills for Windows OS, Lenovo hardware, and Microsoft Office, as well as experience with Active Directory, Group Policy, deployment tools, and remote support.
Asset management tasks: Familiarize yourself with inventory tracking, device trials, and peripheral loans, ensuring a solid understanding of asset management processes and procedures.

Company & Culture Questions:

AskIT team dynamics: Research the AskIT team's structure, culture, and collaboration style, demonstrating a strong understanding of the team's values and goals.
IT support processes: Familiarize yourself with AstraZeneca's IT support processes, including incident, problem, and change management, as well as IT asset management.
Customer-centricity: Prepare for questions about AstraZeneca's customer-centric approach to IT support, demonstrating a strong commitment to delivering high-quality services and support to end-users.

Portfolio Presentation Strategy:

Customer service case studies: Highlight successful issue resolution and customer satisfaction, demonstrating strong communication skills and technical problem-solving abilities.
Technical support examples: Showcase familiarity with Windows OS, Lenovo hardware, and Microsoft Office, as well as experience with Active Directory, Group Policy, deployment tools, and remote support.
Asset management projects: Highlight experience in inventory tracking, device trials, and peripheral loans, demonstrating attention to detail and organizational skills.
Training materials or guides: Include any resources created to assist end-users with IT services and products, showcasing strong communication skills and a user-focused mindset.

📝 Enhancement Note: AstraZeneca's interview process focuses on assessing the candidate's communication skills, technical proficiency, and cultural fit for the IT support team. Portfolio presentation strategy should focus on demonstrating strong customer service skills, technical support experience, and attention to detail.

📌 Application Steps

To apply for this IT Technical Support Specialist position:

Submit your application through the application link provided in the job listing.
Prepare your customer service case studies and technical support examples, highlighting successful issue resolution, customer satisfaction, and technical problem-solving abilities.
Update your resume to emphasize your customer service skills, technical support experience, and attention to detail, with a focus on IT support tools and technologies.
Prepare for the phone/video screen and on-site interview, focusing on customer service scenarios, technical support exercises, and asset management tasks.
Research AstraZeneca's company culture, IT support processes, and customer-centric approach to demonstrate a strong understanding of the company's values and goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and IT support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

ATS Keywords:

Programming Languages:

None (This role focuses on IT support services rather than web development or server administration)

Web Frameworks:

None (This role focuses on IT support services rather than web development)

Server Technologies:

Active Directory
Group Policy
Deployment tools
Remote support tools

Databases:

None (This role focuses on IT support services rather than database administration)

Tools:

ServiceNow
Windows OS
Lenovo hardware
Microsoft Office
Apple Mac OS
iOS

Methodologies:

ITIL (Information Technology Infrastructure Library)
Agile methodologies
Customer service best practices

Soft Skills:

Customer service
Communication
Problem-solving
Active listening
Empathy
Teamwork
Collaboration
Knowledge sharing
Continuous learning

Industry Terms:

IT support
Technical support
Customer service
End-user computing
IT service management
IT asset management
Incident management
Problem management
Change management
IT support specialist
IT support services
IT service desk
AskIT
OneIT
AstraZeneca

IT Technical Support Specialist