- 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 inperson.
- o Troubleshoot application errors and work 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 the status of their
- requests.
- 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-level systems and applications.
- o Implement and manage Active Directory, user accounts, and group policies.
- o Perform regular system backups and ensure disaster recovery procedures are in
- place.
- o Support with provision and review where applicable of Audit Trails for system
- owners to review.
- 5. User Assistance & Training
- o Provide technical support and training to end-users on application
- functionalities and best practices.
- o Develop user guides, training materials, and documentation to assist users.
- 6. Collaboration & Communication
- o Work closely with cross-functional teams including IT, development, QA, and
- vendors to resolve application issues.
- o Communicate effectively with stakeholders to keep them informed of issue
- status and resolutions.
- 7. Compliance & Security
- o Ensure applications comply with regulatory requirements and industry
- standards (e.g., FDA, GMP, SOX).
- o Implement and maintain security protocols to protect sensitive data.
- 8. Performance Optimization
- o Analyze application performance and implement improvements to enhance
- efficiency and user experience.
- o Conduct regular reviews and assessments to identify areas for optimization.
- 9. Project Involvement
- o Participate in application-related projects, including new implementations,
- upgrades, and migrations.
- o Assist in requirement gathering, testing, and deployment phases.
- 10. Electronic System Implementation:
- o Project Manage the delivery of electronic systems, inc requirements gathering,
- scheduling, budgeting.
- o Develop and execute validation protocols (IQ, OQ, PQ) for GxP systems to ensure
- compliance with regulatory requirements.
- 11. Reporting & Documentation
- o Generate and analyze reports on application performance and usage.
- o Maintain 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:
- o Minimum of 3-5 years of experience in application support, preferably in the
- pharmaceutical or healthcare industry.
- o Experience with pharmaceutical applications such as LIMS, ERP, CRM, or
- specific pharma software.
- • Technical Skills:
- o Proficiency in SQL, database management, and scripting languages.
- o Familiarity with application servers, web servers, and middleware technologies.
- o Knowledge of pharmaceutical regulatory requirements and validation
- processes.
- • Soft Skills:
- o Strong problem-solving and analytical skills.
- o Excellent communication and interpersonal skills.
- o Ability 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 customercentric 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
- • The position may require working in a laboratory or office environment.
- • On-call support as well weekend support may be required to address critical issues
- outside of regular business hours.
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