Pinewood Healthcare is a leading developer, manufacturer and marketer of a range of generic, ethical and over-the-counter (OTC) healthcare products. The Company employs over 320 people across two sites in Tipperary and Dublin. Pinewood holds a licence from the Health Products Regulatory Authority (HPRA) to manufacture a range of pharmaceutical products including oral liquids, suspensions, creams and ointments. Originally established in 1976 to serve the renal care market in Ireland, Pinewood evolved over the years under indigenous Irish ownership until its sale in 2006 to the Wockhardt Group, an Indian global pharmaceutical company headquartered in Mumbai, India. Wockhardt employs over 7,000 people across 27 nationalities with a presence in the USA, UK, Ireland, Switzerland, France, Mexico, Russia and many other countries. It has manufacturing and research facilities in India, the USA and UK and a manufacturing facility in Ireland (Pinewood Healthcare).
The IT Support Engineer is a dynamic IT professional and a key player in the Pinewood Application Support team. The role holder will work closely with Global IT teams, support management, monitor and troubleshoot existing and new IT applications.
KEY RESPONSIBILITIES
User Administration for existing and upcoming IT and GMP systems.
Account administration for non GMP systems.
Co-ordinate workshops and attend training for implementation of new IT systems and the continuous development of existing systems.
Support the Ticket Management System (systems change control) and the Pinewood intranet site.
Creation of technical documents, user manuals, IT SOP creation and provision of training to end users.
Ensuring adherence to internal policies, standard tools, best practices and processes where required.
Serve as a primary point of contact for complex technical issues (hardware, software, networking, and cloud) (200+ Clients)
Monitor, manage and maintain core IT infrastructure including servers, storage, networks, and cloud platforms (50+ servers e.g., Azure).
Support and maintain IT solutions to improve performance and security including client's devices and connection to applications and both internal and External services.
Assist in planning and executing infrastructure upgrades, migrations, security and systems upgrades, and patch management.
Lead root cause analysis and post-incident reviews for critical system outages.
Collaborate with internal teams and external vendors to resolve issues and deliver projects.
Develop and maintain technical documentation, procedures, and best practices.
Ensure adherence to cybersecurity best practices and compliance standards. (currently with Fortinet & iSOC)
Participate in after-hours support as needed for scheduled maintenance activities, Drills and emergencies.
Help maintain, monitor and recover for all Backup and restore mechanisms and systems.
Support corporate and Industry standard applications (SAP ERP, Trackwise, LMS (Learning) to include enrolment, licence management and training.
CONTACT WITH OTHERS
The role holder is responsible for ensuring user accounts are maintained, compliant and up to date in line with the flow of joiners and leavers through the organisation.
This will involve ongoing interaction with HR and IT primarily, but will have connection to all users who have an application account.
JOB KNOWLEDGE, SKILLS, QUALIFICATIONS AND EXPERIENCE
Degree in Computer Science, IT or equivalent qualification.
Relevant IT certifications.
2+ years' experience is essential
Microsoft Office skills are essential
Skills/ Behavioural Competencies
Demonstrated ability to quickly grasp and evaluate new systems/products.
Excellent analytical and problem-solving skills.
Results focused, with a competitive drive and ability to work under pressure.
Outstanding organisational and time-management skills.
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Excellent communication and interpersonal skills.
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Strong ethical standards.
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Comfortable working in a busy, fast paced regulated manufacturing environment.
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Confidential and discrete, with mature judgement.
