IT Application Support Engineer New

Role title: IT Application Support Engineer

Key Responsibilities

1. Application Support s 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 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 s 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 s 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 s 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 s 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 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.

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