Senior IT Support Engineer

Job Description

Role title: IT Application Support Engineer

Key Responsibilities

1. Application Support & Maintenance
   • Monitor and maintain pharmaceutical applications to ensure optimal performance and availability.
   • Perform regular system health checks and proactive maintenance.
   • Apply patches, updates, and upgrades to applications as needed.
2. Hardware and Software Maintenance
   • Install, configure, and maintain computer systems, printers, and other peripherals.
3. Help Desk Support
   • Respond to user inquiries and provide technical support via phone, email, or in-person.
   • Troubleshoot application errors and collaborate with development teams to implement fixes.
   • Diagnose and resolve hardware, software, and network issues promptly.
   • Provide timely and clear communication to end-users regarding request status.
   • Log and track support requests using a ticketing system.
   • Document incidents, problems, and resolutions for future reference.
4. System Administration
   • Administer and maintain enterprise systems and applications.
   • Manage Active Directory, user accounts, and group policies.
   • Perform regular system backups and ensure disaster recovery procedures are in place.
   • Support audit trail provisions for system review.
5. User Assistance & Training
   • Provide technical support and training on application functionalities.
   • Develop user guides, training materials, and documentation.
6. Collaboration & Communication
   • Work with IT, development, QA, and vendors to resolve issues.
   • Communicate effectively with stakeholders about issue status and resolutions.
7. Compliance & Security
   • Ensure applications meet regulatory and industry standards (e.g., FDA, GMP, SOX).
   • Implement security protocols to safeguard sensitive data.
8. Performance Optimization
   • Analyze and improve application performance.
   • Conduct reviews to identify optimization opportunities.
9. Project Involvement
   • Participate in application projects including implementations, upgrades, and migrations.
   • Assist in requirement gathering, testing, and deployment.
10. Electronic System Implementation
    • Manage electronic system delivery, including requirements, scheduling, and budgeting.
    • Develop and execute validation protocols (IQ, OQ, PQ) for GxP systems to ensure compliance.
11. Reporting & Documentation
    • Generate reports on application performance and usage.
    • Maintain detailed documentation of support activities and configurations.
12. Audit Support
    • Prepare for and participate in regulatory inspections and audits.
    • Address findings and implement CAPAs as needed.

Qualifications

• Education: Bachelor's degree in Computer Science, IT, or related field.
• Experience: 3-5 years in application support, preferably in pharmaceutical or healthcare industry, with experience in pharmaceutical applications like LIMS, ERP, CRM.
• Technical Skills: SQL, database management, scripting, application/web servers, middleware, regulatory requirements, validation processes.
• Soft Skills: Problem-solving, communication, teamwork, customer-centric approach.
• Certifications (Preferred): ITIL, CompTIA A+, or relevant certifications.

Work Environment

This role may require working in a laboratory or office environment, with on-call and weekend support for critical issues outside regular hours.