Technical Support Engineer

Our Company

With offices in Pennsylvania, U.S., Dublin, Ireland and Singapore, Island Networks is an innovative IT Services company that provides cloud and converged IT infrastructure solutions to large enterprises globally.

Since its inception in 2012 Island Networks has built a world class team of professionals along with a customer base of blue-chip global organizations and in recent years the company has experienced rapid growth, particularly in the pharmaceutical and high-tech vertical industry sectors.

The culture in Island Networks is one where attitude and ability is favored over experience.

The Opportunity

We are seeking to recruit a highly motivated professional to join our team, and work at our client’s site in Lenexa, KS.

Job Description & Duties

• Provide technical support onsite to ICON Applications and Systems in accordance with ICON SOPs\WPs\BPs and appropriate project specifications.
• Perform administration and maintenance of business applications.
• It is important to have the ability to grasp understanding of our critical Laboratory Information Management Systems (LIMS) and how they impact the business and our clients and patients. These applications are typically validated apps that adhere to strict controls such as regulatory compliance and they are subject to audits both internally and externally. They are custom apps for our industry and not standard off the shelf apps so it is important that the individual can learn these concepts quickly.
• Change Management: Attend Change Management meetings and ensure that any changes planned such as patching, network upgrades, new policies do not impact the availability of systems
• Any changes planned for applications / systems should be discussed with the IT Management team and also the business to ensure disruptions to the business are prevented.
• Monitor the availability and performance of supported applications. Review system and application logs.
• Lead periodic maintenance activities for the site related to application and OS patching activities.
• Work under instruction and liaise with the IT Department Early Phase Development teams (based out of the EU) to ensure that any IT activities do not impact negatively the business.
• Resolve incidents and service requests. Ensure all tickets are captured in our Helpdesk System.
• Liaise with Application Vendors as required with the understanding that any suggested changes by the vendor must adhere to our strict controls around change management in order to ensure continued validation.
• Perform release management activities as it relates to coordinating the review and scheduling of application releases implementing, configuring, and testing new product versions with end users.
• Provide audit support on privileged user access reviews, audit queries and other compliance activities.
• Perform problem management analysis and activities.
• Triage issues and escalate it to other internal IT groups and IT Development teams as needed.
• Manage proper system documentation and regularly review and maintain the IT knowledge base to improve overall customer experience.
• Configure, Monitor and address application related and job failure alerts on time.
• Work on projects assigned by the IT Manager / IT Director.

Important: This role is required to be onsite 5 days a week. It is not a remote job.

Soft Skills

• Experience in a similar role preferably in medium-to-large scale global organization related to application support. Familiarity with a health care setting or the pharma industry would be beneficial.
• A working knowledge of the system development life cycle and general application support standards.
• Good understanding of the IT service management processes – Incident, Request, Problem, Change.
• Excellent organizational and written skills and the ability to interact with staff at all levels in our organization are essential.
• Work independently or as integral part of an effective and highly skilled team.
• Project Management Skills.
• Ability to grasp new concepts quickly in particular around audit, compliance and validation of systems.

Technical Skills

• Understand networking concepts. Has experience with patching, IP management, DHCP, DNS, switches.
• Active Directory / Group Policies.
• Windows Server & Linux administration.
• Any technology certifications or experience related to Enterprise applications\ Database\ OS\Programming languages.

Nice to have Skills

• Familiarity or interest with a health care setting or the pharma industry would be beneficial.
• Experience of temperature monitoring systems.

Benefits

• Paid time off + Paid Sick Time
• Paid holidays
• Group medical covered at up to 70%
• 100% company-paid short-term & long-term disability
• 100% company-paid dental, AD&D, and life insurance
• 100% company-paid vision insurance
• 401(k) plan with 4% employer match after 1 year, vested 100% immediately
• Overtime Bonus potential

Applicants must be authorized to work for any employer in the United States, both now and in the future. Island Networks is unable to sponsor or assume the assignment of sponsorship of any employment Visa.

Island Networks is an Equal Opportunity Employer and prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, traits associated with race, creed, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by federal, state, or local law.