Senior IT Support Engineer

Job DescriptionRole title: IT Application Support Engineer
Key Responsibilities1. Application Support & Maintenanceo Monitor and maintain pharmaceutical applications to ensure optimalperformance 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 toimplement fixes.o Diagnose and resolve hardware, software, and network issues promptly.o Provide timely and clear communication to end-users regarding the status of theirrequests.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 inplace.o Support with provision and review where applicable of Audit Trails for systemowners to review.5. User Assistance & Trainingo Provide technical support and training to end-users on applicationfunctionalities and best practices.o Develop user guides, training materials, and documentation to assist users.6. Collaboration & Communicationo Work closely with cross-functional teams including IT, development, QA, andvendors to resolve application issues.o Communicate effectively with stakeholders to keep them informed of issuestatus and resolutions.7. Compliance & Securityo Ensure applications comply with regulatory requirements and industrystandards (e.g., FDA, GMP, SOX).o Implement and maintain security protocols to protect sensitive data.8. Performance Optimizationo Analyze application performance and implement improvements to enhanceefficiency and user experience.o Conduct regular reviews and assessments to identify areas for optimization.9. Project Involvemento 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 ensurecompliance with regulatory requirements.11. Reporting & Documentationo 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) asneeded.Qualifications• Education: Bachelor’s degree in Computer Science, Information Technology, or relatedfield.• Experience:o Minimum of 3-5 years of experience in application support, preferably in thepharmaceutical or healthcare industry.o Experience with pharmaceutical applications such as LIMS, ERP, CRM, orspecific 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 validationprocesses.• 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 industrytrends 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 issuesoutside of regular business hours.

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