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