Senior Associate IS Engineer

ithin them, you'll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

What you will do

Let's do this. Let's change the world.

Role Description:

Amgen's Virtual Desktop Infrastructure (VDI) service maintains a growing fleet of more than eight thousand desktop instances supporting a broad range of requirements. The Sr VDI Support Engineer will be the primary end-user support contact for the service. The individual in this role will be responsible for diagnosing and resolving Virtual Desktop related issues affecting end users, managing virtual desktops, and proactively monitoring service health. They will work closely with the Virtual Desktop System Owner and Service Owner to troubleshoot complex issues and continually refine support processes and related documentation.

Roles & Responsibilities:

• Provide VDI specific end user support for hardware, software, and network related issues, escalating to the Virtual Desktop System Owner and Service Owner as necessary

• Respond to service requests and incidents, ensuring timely resolution and high user satisfaction

• Perform Virtual Desktop service operations including provisioning, termination, upgrades, and region migration

• Coordinate support activities with the Amgen Service Desk and other teams

• Track incidents, service requests, and related resolutions using the service management system

• Participate in automation design to enhance service management and improve end user experience

• Create and maintain comprehensive documentation of common issues, solutions, and user guides

• Mentor and provide guidance to junior support staff

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Master's degree and 1 to 3 years of Computer Science, IT or related field experience OR

• Bachelor's degree and 3 to 5 years of Computer Science, IT or related field experience OR

• Diploma and 7 to 9 years of Computer Science, IT or related field experience

• Proficiency in advanced desktop computer hardware and software troubleshooting in an enterprise Windows 10/11 environment

• Excellent customer service and communication skills

• Extensive knowledge of IT systems, including operating systems, software applications, hardware components, and network infrastructure

Preferred Qualifications:

• Experience managing one or more Virtual Desktop solutions, including Microsoft W365, Amazon WorkSpaces, Citrix Virtual Apps & Desktops, or VMware Horizon (W365 Preferred)

• Experience with desktop management software (Microsoft Intune preferred)

• Strong analytical and problem-solving skills

• Strong knowledge of IT service management practices and tools

• Ability to manage multiple priorities and work under pressure

• Experience in identifying and implementing process improvements to enhance support operations

• Proficiency in creating and maintaining customer facing documentation

Soft Skills:

• Excellent verbal and written communication skills

• High degree of initiative and self-motivation

• Ability to successfully manage multiple priorities

• Comfortable working both independently and in a team environment

Work Hours: This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required. Potential Shifts (subject to change based on business requirements): Second Shift: 2:00pm - 10:00pm IST; Third Shift: 10:00 pm - 7:00 am IST.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we'll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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