IT Support Engineer

Experience of working in a pharmaceutical API manufacturing operation or a regulated environment is desirable. S/he is expected to be self-motivated and develop an understanding of the business. Recognise the importance of the quality control function in pharmaceutical production, the IT Support Engineer should display a high level of integrity in the performance of his/her work. S/he should be capable of relating well to other people with whom s/he comes in contact, both within and outside of the laboratory area.

About the Role

Type of Role: The IT Support Engineer will be responsible for implementing changes and managing the day-to‑day issues that arise on validated Computerised Instruments in QCL Labs and Manufacturing Operations. The position will work within a collaborative Computerised Instruments team and will be required to have excellent communication/interpersonal skills with the ability to work on their own initiative.

Responsibilities

• Role will involve:
• Maintain the incident queue in Service Now and manage & resolve issues as they arise in a timely manner.
• Investigate and troubleshoot problems which occur and determine solutions or recommendations for changes and/or improvements.
• Initiate and implement Change Control activities in accordance with Quality Standards and Practices.
• Execute and monitor data backups, request security patching updates from Global Team, manage the deployment & resolve issues.
• Prioritize support activities in line with project schedules.
• Generate computer system validation documentation in accordance with site procedures and GMP guidelines.
• Follow all relevant Environmental, Health and Safety procedures and assist in incident investigations as required.

Qualifications

Desired Background/Experience/Attributes:

• Minimum 3-5 years’ experience supporting IT applications e.g. troubleshooting, managing incidents and change controls, design documentation, test case development, system testing.
• Experience working in a Win 10 environment.
• Experience of server and workstation platforms.
• Experience of SQL databases would be an advantage.
• Experience implementing changes for IT applications in a GMP environment would be an advantage.

Required Skills

• Past proven experience engaging business users to ensure that appropriate business needs are clearly communicated and delivered at or above expectations.
• Strong oral and written communication skills are required, with proven ability to communicate and build relationships cross-functionally.
• Self-motivated, detail-oriented and excellent organizational and time management skills.
• Excellent communication/interpersonal skills with the ability to work on their own initiative.

Preferred Skills

• Experience of working in a pharmaceutical API manufacturing operation or a regulated environment.
• Experience of SQL databases.
• Experience implementing changes for IT applications in a GMP environment.