IT Application Support Engineer
Key Responsibilities:
* 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.
* Hardware and Software Maintenance
* Install, configure, and maintain computer systems, printers, and other peripherals.
* Help Desk Support
* Respond to user inquiries and provide technical support via phone, email, or in-person.
* Troubleshoot application errors and work with development teams to implement fixes.
* Diagnose and resolve hardware, software, and network issues promptly.
* Provide timely and clear communication to end-users regarding the status of their requests.
* Log and track support requests using a ticketing system.
* Document incidents, problems, and resolutions for future reference.
* System Administration
* Administer and maintain enterprise-level systems and applications.
* Implement and manage Active Directory, user accounts, and group policies.
* Perform regular system backups and ensure disaster recovery procedures are in place.
* Support with provision and review where applicable of Audit Trails for system owners to review.
* User Assistance & Training
* Provide technical support and training to end-users on application functionalities and best practices.
* Develop user guides, training materials, and documentation to assist users.
* Collaboration & Communication
* Work closely with cross-functional teams including IT, development, QA, and vendors to resolve application issues.
* Communicate effectively with stakeholders to keep them informed of issue status and resolutions.
* Compliance & Security
* Ensure applications comply with regulatory requirements and industry standards (e.g., FDA, GMP, SOX).
* Implement and maintain security protocols to protect sensitive data.
* Performance Optimization
* Analyse application performance and implement improvements to enhance efficiency and user experience.
* Conduct regular reviews and assessments to identify areas for optimization.
* Project Involvement
* Participate in application-related projects, including new implementations, upgrades, and migrations.
* Assist in requirement gathering, testing, and deployment phases.
* Electronic System Implementation
* Project Manage the delivery of electronic systems, inc requirements gathering, scheduling, budgeting.
* Develop and execute validation protocols (IQ, OQ, PQ) for GxP systems to ensure compliance with regulatory requirements.
* Reporting & Documentation
* Generate and analyse reports on application performance and usage.
* Maintain detailed and accurate documentation of support activities, configurations, and processes.
* Audit Support
* Prepare for and participate in regulatory inspections and audits.
* Address findings and implement corrective and preventive actions (CAPAs) as needed.
Qualifications
* Education
* Bachelor's degree in Computer Science, Information Technology, or related field.
* Experience
* Minimum of 3-5 years of experience in application support, preferably in the pharmaceutical or healthcare industry.
* Experience with pharmaceutical applications such as LIMS, ERP, CRM, or specific pharma software.
* Technical Skills
* Proficiency in SQL, database management, and scripting languages.
* Familiarity with application servers, web servers, and middleware technologies.
* Knowledge of pharmaceutical regulatory requirements and validation processes.
* Soft Skills
* Strong problem-solving and analytical skills.
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Certifications (Preferred)
* ITIL, CompTIA A+, or other relevant certifications.
* Requirements
* The IT Support Engineer should be adaptable, detail-oriented, and possess a customer-centric approach to problem-solving. This role requires staying up to date with industry trends and technologies to provide effective support in a rapidly evolving IT landscape.
Work Environment
* Physical Requirements
* The position may require working in a laboratory or office environment.
* Working Conditions
* On-call support as well weekend support may be required to address critical issues outside of regular business hours.