Application Support Engineer

Profile Software Services; Málaga; Presencial; EUR 38.000 - 52.000; Jornada completa

Descripción de la vacante

Astek Iberia in Madrid is seeking an experienced Application Support Engineer / Windows System Administrator to join a global organization in Healthcare & Life Sciences. You will handle Windows Server administration, SQL Server troubleshooting, and release management while supporting critical enterprise applications.

Role requires strong communication, ITIL/ITSM familiarity, and the ability to work across teams.

Formación

• Strong hands-on experience with Windows Server Administration.
• Good knowledge of Microsoft SQL Server administration and troubleshooting.
• Experience supporting enterprise applications in production environments.
• Solid understanding of deployment and release management processes.
• Experience creating and maintaining technical documentation.
• Familiarity with Change Management and Incident Management frameworks.
• Experience working with ServiceNow or similar ITSM platforms.
• Strong analytical and problem-solving skills.
• Professional level of English.

Responsabilidades

• Administer, maintain, and support Windows Server environments.
• Provide L2/L3 support for business-critical applications.
• Monitor, troubleshoot, and resolve issues related to Microsoft SQL Server databases.
• Support software deployments, releases, patches, and configuration changes across test and production environments.
• Create and maintain technical documentation, including Runbooks, SOPs, and Disaster Recovery Plans.
• Participate in Incident Management and Change Management processes.
• Collaborate with cross-functional technical teams to ensure system stability, performance, and availability.
• Contribute to continuous improvement initiatives and operational excellence.

Conocimientos

Windows Server Administration

Microsoft SQL Server administration

ServiceNow

ITIL concepts

English language

Incident Management

Change Management

Herramientas

ServiceNow

SQL Server

Descripción del empleo

• Madrid.

Application Support Engineer - Profile Software Services

• Madrid.

At ASTEK Iberia , we are looking for an experienced Application Support Engineer / Windows System Administrator to join a global organization operating in the Healthcare & Life Sciences sector.

This role combines application support, Windows infrastructure administration, database troubleshooting, and release management within a highly regulated and business-critical environment.

Main responsibilities:

• Administer, maintain, and support Windows Server environments.
• Provide L2/L3 support for business-critical applications.
• Monitor, troubleshoot, and resolve issues related to Microsoft SQL Server databases.
• Support software deployments, releases, patches, and configuration changes across test and production environments.
• Create and maintain technical documentation, including Runbooks, SOPs, and Disaster Recovery Plans.
• Participate in Incident Management and Change Management processes.
• Collaborate with cross-functional technical teams to ensure system stability, performance, and availability.
• Contribute to continuous improvement initiatives and operational excellence.

Who are you?

• Strong hands-on experience with Windows Server Administration .
• Good knowledge of Microsoft SQL Server administration and troubleshooting.
• Experience supporting enterprise applications in production environments.
• Solid understanding of deployment and release management processes.
• Experience creating and maintaining technical documentation.
• Familiarity with Change Management and Incident Management frameworks.
• Experience working with ServiceNow or similar ITSM platforms.
• Strong analytical and problem-solving skills.
• Professional level of English.

Nice to have:

• ITIL certification or practical ITIL experience.
• Experience working in regulated environments.
• Exposure to Disaster Recovery and Business Continuity processes.
• Scripting knowledge (PowerShell preferred).

Who are we?

Since 2015, Astek Iberia has been accompanying its customers in their development throughout Spain (Madrid, Barcelona, Valencia, Basque Country, Andalusia, Galicia, etc.).

Founded in France in 1988, Astek is a global player in engineering and technology consulting, present in five continents and 25 countries. With expertise in a wide range of industrial and service sectors, Astek is an essential partner, supporting its customers in an intelligent deployment of their products and services, and in the implementation of their digital transformation.

Today we are more than 8,000 employees, committed every day to promote the complementarity between digital technologies and complex systems engineering.

Our style is to have flexible schedules and highly value the well-being of our employees.

You will grow professionally in a company in constant development and evolution.

You will benefit from a personalized follow-up of your professional projects as close as possible to your ambitions.

You will make a real contribution to the company's development in real time.

You will enjoy 23 days of vacation (in addition to holidays) that you will be able to choose whenever you want.

You will join our team: diverse, multicultural and constantly growing.

You will have days full of good energy and good atmosphere.

.although you still have a lot to discover!

The primary responsibility of this role is to provide technical and application support for instrumentation and assays related to our core products and Business Units. The role covers products within Acute Care Diagnostics and Point of Care . Key tasks include addressing break/fix issues, resolving configuration problems, and guiding customers through troubleshooting steps. Additionally, the role involves conducting in-depth error investigations to resolve issues before escalating them to Application Specialists or Field Service Engineers.

The HelpLine Application Support Specialist must demonstrate excellent verbal and written communication skills, as the role interacts with a wide range of stakeholders, primarily from the clinical field, but also commercial, technical, and managerial profiles. Support is delivered mainly via phone and remote access tools.

This is a highly impactful position that directly contributes to customer satisfaction by providing efficient, effective, and timely solutions.

Key Accountabilities

• Interact directly with customers and colleagues via phone or electronic channels.
• Greet customers warmly and determine the nature of their inquiry.
• Provide scientific and technical support on IVD instruments and reagents.
• Offer accurate, complete, and relevant information to resolve technical or application-related issues, proposing solutions in case of product malfunction.
• Work autonomously and elevate situations that may impact customer satisfaction.
• Refer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on-site action is needed.
• Identify and assess customer needs to ensure high satisfaction. Organize workflows to meet response time expectations.
• Manage manufacturer complaints, offer appropriate alternatives or solutions, and follow up to ensure resolution.
• Support the Werfen Sales Department with scientific and technical input.
• Collaborate with other departments, involving the right specialists to ensure proper customer service.
• Keep up to date with technical knowledge and skills.
• Attend scientific and technical training sessions, both internal and external.
• Go the extra mile to engage customers and build long-term trust through open, interactive communication.
• Prepare and distribute customer activity reports.
• Provide feedback on customer service processes and suggest improvements.
• Follow Werfen’s communication protocols, guidelines, and corporate policies.
• Comply with the company’s ethical code of conduct.

Networking/Key relationships

This position requires strong collaboration with various departments and Business Units. Due to the wide product portfolio supported by HelpLine, staying up to date on technologies and processes is critical. Key stakeholders include:

• Product Specialists, Product Managers and BU/BL Managers.
• Key Account Managers and Field Application Specialists.
• IT Operations (LIS and Middlewares)
• Corporate Supply Chain / Customer Service.
• QA/RA Department (internal)
• IT Corporate (internal)

Minimum Knowledge & Experience required for the position:

• Bachelor’s degree in Biochemistry, Biology, or Health Sciences (or equivalent).
• Knowledge of Point of Care and blood gas devices.
• Solid understanding of laboratory techniques.
• Experience in technical and clinical support in Hemostasis will be a plus.

Skills & Capabilities:

• Self-motivated, responsible, and capable of working independently.
• Problem-solving mindset, with strong analytical and decision-making skills.
• Ability to stay calm under pressure and work effectively in a team.
• Excellent communication skills, both written and spoken.
• Strong organizational and planning abilities.
• Detail-oriented, with a proactive and customer-focused approach.
• Positive and helpful attitude.
• Team player with good interpersonal skills.
• Moderately extroverted, optimistic, and enthusiastic personality.
• Proven customer support and telephone skills.
• Fluency in Spanish; knowledge of additional local languages (Catalan, Basque, or Galician) is a plus.
• Solid English skills, sufficient for reading, understanding, and drafting technical content.

Occasional travel (up to 10–20%), mainly within Spain, for training sessions and occasional customer visits.

Managing Work

Effectively managing one’s time and resources to ensure that work is completed efficiently.

Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Building Partnerships

Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.

Decision Making

Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

• Madrid.