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 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. Performance Optimization

Analyze application performance and implement improvements to enhance efficiency and user experience.
Conduct regular reviews and assessments to identify areas for optimization.

9. Project Involvement

Participate in application-related projects, including new implementations, upgrades, and migrations.
Assist in requirement gathering, testing, and deployment phases.

10. 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.

11. Reporting & Documentation

Generate and analyze reports on application performance and usage.
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:

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:

• 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.
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

• The position may require working in a laboratory or office environment.

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