Role title: IT Application Support Engineer
Key Responsibilities
1.Application Support s Maintenance
oMonitor and maintain pharmaceutical applications to ensure optimal performance and availability.
oPerform regular system health checks and proactive maintenance.
oApply patches, updates, and upgrades to applications as needed.
2.Hardware and Software Maintenance:
oInstall, configure, and maintain computer systems, printers, and other peripherals.
3.Help Desk Support:
oRespond to user inquiries and provide technical support via phone, email, or in- person.
oTroubleshoot application errors and work with development teams to implement fixes.
oDiagnose and resolve hardware, software, and network issues promptly.
oProvide timely and clear communication to end-users regarding the status of their requests.
oLog and track support requests using a ticketing system.
oDocument incidents, problems, and resolutions for future reference.
4.System Administration:
oAdminister and maintain enterprise-level systems and applications.
oImplement and manage Active Directory, user accounts, and group policies.
oPerform regular system backups and ensure disaster recovery procedures are in place.
oSupport with provision and review where applicable of Audit Trails for system owners to review.
5.User Assistance s Training
oProvide technical support and training to end-users on application functionalities and best practices.
oDevelop user guides, training materials, and documentation to assist users.
6.Collaboration s Communication
oWork closely with cross-functional teams including IT, development, QA, and vendors to resolve application issues.
oCommunicate effectively with stakeholders to keep them informed of issue status and resolutions.
7.Compliance s Security
oEnsure applications comply with regulatory requirements and industry standards (e.g., FDA, GMP, SOX).
oImplement and maintain security protocols to protect sensitive data.
8.Performance Optimization
oAnalyze application performance and implement improvements to enhance efficiency and user experience.
oConduct regular reviews and assessments to identify areas for optimization.
9.Project Involvement
oParticipate in application-related projects, including new implementations, upgrades, and migrations.
oAssist in requirement gathering, testing, and deployment phases.
10.Electronic System Implementation:
oProject Manage the delivery of electronic systems, inc requirements gathering, scheduling, budgeting.
oDevelop and execute validation protocols (IQ, OQ, PQ) for GxP systems to ensure compliance with regulatory requirements.
11.Reporting s Documentation
oGenerate and analyze reports on application performance and usage.
oMaintain detailed and accurate documentation of support activities, configurations, and processes.
12.Audit Support:
a)Prepare for and participate in regulatory inspections and audits.
b)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:
oMinimum of 3-5 years of experience in application support, preferably in the pharmaceutical or healthcare industry.
oExperience with pharmaceutical applications such as LIMS, ERP, CRM, or specific pharma software.
·Technical Skills:
oProficiency in SQL, database management, and scripting languages.
oFamiliarity with application servers, web servers, and middleware technologies.
oKnowledge of pharmaceutical regulatory requirements and validation processes.
·Soft Skills:
oStrong problem-solving and analytical skills.
oExcellent communication and interpersonal skills.
oAbility to work independently and as part of a team.
·Certifications (Preferred): ITIL, CompTIA A+, or other relevant certifications.
·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.
#LI-VH2