IT Support Engineer

About Pinewood Healthcare

Pinewood Healthcare is a well-established developer, producer, and marketer of generic, ethical, and over-the-counter healthcare products. The company has more than 320 employees across two locations in Tipperary and Dublin. It is licensed by the Health Products Regulatory Authority (HPRA) to manufacture pharmaceutical products such as oral liquids, suspensions, creams, and ointments.

Founded in 1976 to support the renal care market in Ireland, the business later moved through Irish ownership before being acquired in 2006 by the Wockhardt Group, an Indian multinational pharmaceutical company based in Mumbai. Wockhardt has more than 7,000 employees representing 27 nationalities and operates in the USA, UK, Ireland, Switzerland, France, Mexico, Russia, and other countries. The group also runs manufacturing and research sites in India, the USA, and the UK, along with its Irish manufacturing operation, Pinewood Healthcare.

Role Overview

The IT Support Engineer will be an important member of the Pinewood Application Support team, working in a fast-moving environment and partnering with global IT teams and management. The position involves supporting, monitoring, and resolving issues across both existing and newly introduced IT applications.

Key Responsibilities

• Manage user access for current and upcoming IT and GMP systems.
• Handle account administration for non-GMP systems.
• Coordinate workshops, attend training sessions, and support the rollout of new IT systems as well as the ongoing improvement of existing ones.
• Support the ticket management and systems change control process, along with the Pinewood intranet site.
• Prepare technical documentation, user guides, IT SOPs, and deliver training to end users.
• Follow internal policies, approved tools, established processes, and best-practice standards.
• Act as a main contact for complex technical problems across hardware, software, networking, and cloud environments for 200+ clients.
• Monitor, operate, and maintain core IT infrastructure, including servers, storage, networks, and cloud services such as Azure, covering 50+ servers.
• Support and improve IT solutions that enhance performance and security for client devices and their access to applications and internal/external services.
• Help plan and implement infrastructure improvements, migrations, security enhancements, systems upgrades, and patching activities.
• Lead root cause analysis and post-incident reviews following major outages.
• Work with internal teams and external suppliers to solve issues and deliver projects.
• Maintain clear technical documentation, procedures, and working practices.
• Ensure cybersecurity practices and compliance requirements are followed, including the current Fortinet and iSOC setup.
• Provide out-of-hours support when required for planned maintenance, drills, and emergency situations.
• Assist with the monitoring, maintenance, and recovery of backup and restore systems and processes.
• Support business and industry applications such as SAP ERP, TrackWise, and LMS, including enrolment, license administration, and training.
• Keep user accounts accurate, compliant, and current to match joiner and leaver activity across the organisation.
• Work regularly with HR, IT, and all users who have application accounts.

Requirements

• A degree in Computer Science, Information Technology, or a similar qualification.
• Relevant IT certifications.
• At least 2 years of experience in a related IT role.
• Strong Microsoft Office skills.
• Ability to understand and assess new systems and products quickly.
• Strong analytical thinking and problem-solving ability.
• Results-oriented approach with the ability to perform under pressure.
• Excellent organisational and time-management skills.
• Strong communication and interpersonal abilities.
• High ethical standards.
• Comfort working in a busy, fast-paced, regulated manufacturing setting.
• Discreet, confidential, and able to use mature judgment.

Additional Information

This role is based in Ballymacarbry, County Waterford, Ireland and is a full-time onsite position. The vacancy count, salary details, and start date were not specified in the source.