WHAT DOES AN INFORMATION TECHNOLOGY ENGINEER DO?
Published: Sep 23, 2025 - The Information Technology Engineer ensures compliance with IT regulations and oversees software and hardware quality systems, including validation and qualification procedures in alignment with international standards. This role involves supporting IT and manufacturing operations by executing validation activities, writing technical documentation, and coordinating with QA to ensure rigorous testing and continuous improvement of validation processes. The Engineer also provides technical expertise to resolve routine IT issues and delivers project updates to management.
A Review of Professional Skills and Functions for Information Technology Engineer
1. Information Technology Engineer Overview
- PC Support: Install, configure, and troubleshoot PCs and devices.
- User Support: Support end-users by providing Level 1 assistance.
- Tech Support: Provide Level 1 technical support for incoming queries and incidents related to end-user hardware and software issues.
- Issue Resolution: Troubleshoot, diagnose, and resolve basic technical hardware and software problems.
- Network Support: Troubleshoot and resolve basic network and server access issues for end users.
- Query Handling: Respond to queries in person, by email, chat, or phone.
- Ticketing: Log all queries from school staff, teachers, and students in the ticketing tool.
- Escalation: Track and escalate problems and requests to appropriate IT resources.
- Urgent Handling: Investigate and escalate situations that require urgent attention.
- Issue Reporting: Inform management of recurring issues.
- Follow-Up: Follow up with customers to ensure issues are resolved and close the tickets.
- Documentation: Document resolutions for inclusion in the knowledge base.
2. Information Technology Engineer Job Description
- Tech Support: Provide ongoing technical support for staff and educate users to reduce recurring issues.
- Account Assistance: Assist with account login issues or hardware problems, such as printers, phones, and computers, and productively offer solutions.
- Connectivity Support: Work with Internet and VoIP providers to troubleshoot connectivity issues and avoid office disruptions.
- Software Support: Troubleshoot and correct software problems, including providing routine user training.
- Equipment Repair: Repair work equipment and replace parts.
- System Maintenance: Test new products, run regular maintenance checks, and stay informed on information security issues to ensure proper installation of upgrades.
- Account Management: Monitor and maintain access to employee accounts and office systems.
- Deactivation: Ensure timely deactivation of all accounts for employees exiting the organization.
- Access Management: Manage access key fobs for onboarding and offboarding procedures.
- Email Management: Maintain and update company email distribution lists.
- IT Equipment: Provide and support IT equipment used by employees, including desktops, laptops, and accessories.
3. Information Technology Support Engineer Functions
- Performance Monitoring: Leverage tools for SNMP-based performance monitoring.
- Modem Support: Test and troubleshoot modems across different environments.
- DOCSIS Systems: Maintain and operate DOCSIS provisioning systems, including DHCP and TFTP servers.
- Config Management: Build and update DOCSIS configuration files to support provisioning needs.
- System Monitoring: Utilize monitoring and alerting solutions to ensure system uptime and performance.
- Issue Ownership: Take ownership of issues escalated from the Level 1 and Level 2 support teams.
- Root Cause Analysis: Resolve high-impact technical issues and conduct thorough root cause analyses.
- Security Enhancement: Evaluate and enhance the security posture of client organizations.
- Process Improvement: Improve operational efficiency through automation, proactive monitoring, and continuous improvement initiatives.
- IT Consulting: Serve as a consultant to recommend and implement tailored IT solutions for customers.
4. Information Technology Engineer Accountabilities
- Infrastructure Support: Set up, configure, and troubleshoot server, network infrastructure, and security for the organization.
- System Design: Design and implement new system and network solutions or improve the efficiency of current networks.
- Service Availability: Ensure high availability of services through regular server and network maintenance.
- Security Patching: Implement security patches for operating systems, servers, and network devices.
- Data Recovery: Ensure data backup and recovery, and maintain plans for Disaster Recovery and Business Continuity.
- Tech Evaluation: Evaluate new technologies and assess IT hardware/software requisitions and purchases.
- Vendor Management: Manage vendor relationships and liaise with IT vendors for hardware, software, contract renewals, and other IT infrastructure-related items and services.
- Policy Management: Establish or improve IT policies and conduct education sessions for employees on good IT practices.
- IT Documentation: Maintain adequate IT documentation covering infrastructure, inventory, and service subscriptions.
- Support Backup: Provide IT support as a backup to the Level 1 support team.
5. Information Technology Engineer Job Summary
- IT Support: Provide day-to-day support for IT issues.
- Hardware Management: Manage the integration, deployment, and operation of SchoolPass sensor hardware, including RFID readers, license plate cameras (LPR), and specialized Linux appliances.
- Team Collaboration: Work efficiently and effectively with multiple internal teams and contract installers.
- Sales Assistance: Assist the sales team to help customers with hardware and sensor selection.
- Issue Tracing: Trace complex build problems, release issues, and environmental issues.
- Technical Diagrams: Develop technical diagrams to help guide sensor installers during implementations.
- Sensor Configuration: Perform sensor configuration, testing, and optimization with installers (mostly remote or online).
- Technical Troubleshooting: Provide technical support and troubleshoot RFID reader and LPR camera recognition issues.
- Disaster Recovery: Analyze and recover systems when malfunctions occur (Disaster Recovery).
- System Management: Manage employee systems and resolve problems with computer hardware and software.
6. Information Technology Engineer Responsibilities
- System Installation: Install and configure IT systems supplied by Accuscience ICT Division.
- System Integration: Interface with Hospital-Wide Information Systems, such as Laboratory and PACS systems.
- Training Delivery: Deliver a training programme in accordance with standards and requirements.
- Project Support: Assist in developing Project Management systems for tracking, status reporting, call logging, and more.
- On-Call Support: Participate actively in a 24x7 on-call rotation and work occasionally outside of normal business hours.
- Health Informatics: Assist in developing and operating in-house structures for supporting and servicing Health Informatics products.
- System Maintenance: Provide support and maintenance functions, including helpdesk duties, troubleshooting, upgrades, and installations.
- Additional Support: Support other Health Informatics concerns, such as website content creation, conference attendance, and administration tasks.
- Compliance: Adhere to all health, safety, and quality requirements and procedures.
- Company Representation: Represent the best interests of the company at all times.
- Ad-Hoc Tasks: Perform other ad-hoc tasks as requested by group and divisional management teams.
7. Information Technology Engineer Details
- Lab Equipment Support: Work with external laboratory suppliers to assist, configure, and commission benchtop equipment.
- Equipment Management: Take ownership of equipment by receiving deliveries and tracking progress from delivery to commissioning.
- Technical Design: Act as technical design engineer for Lab IT/GMP/Regulatory systems, including integration with Chromatography and Benchtop analytical equipment.
- Team Collaboration: Work under the direction of the IT Applications Manager and collaborate with team members from the corporate laboratory systems team to deliver systems and interfaces.
- Project Deliverables: Participate actively in the creation of project deliverables such as design documents, configuration builds, and installation and validation activities as required by the Project Manager.
- Resource Development: Contribute to the development of team resources for the project and supporting vendors.
- Project Execution: Support development of the project execution plan and scope of work for contract firms or specialists, and work with Global Procurement to engage these firms and provide technical guidance during execution.
- Requirement Gathering: Gather input and coordinate with the project team, site representatives, or Global Engineering to develop requirements.
- Record Maintenance: Maintain internal records for IT workflows, systems updates, and configuration changes.
- License Management: Assist in managing software licenses and renewals to remain compliant with legal requirements.
8. Senior Information Technology Engineer Duties
- MFA Implementation: Implement and support MFA (Okta) across the IAM environment and all on-prem and cloud applications.
- IAM Strategy: Contribute to the development of the enterprise identity and access management strategy and role-based access control (RBAC).
- IAM Procedures: Develop and enhance IAM procedures for Active Directory, cloud computing access, user identity, and single sign-on (SSO).
- Workflow Design: Build and design workflows to test integrations, connect applications, and manage data import and editing.
- Portal Integration: Design portal identity management solutions using Okta and integrate federated authentication with third-party portals.
- Access Grants: Create dynamic access grants and establish granular links between identities and entitlements for improved access visibility.
- Compliance Analysis: Analyze user access roles and processes to independently assess compliance with established standards.
- App Integration: Partner with application development teams to integrate authentication services and enforce best practices for secure access.
- Access Management: Manage user roles, access control policies, and privileged access assignments.
- Governance Frameworks: Design delegated access governance frameworks for specific service catalogs managed by non-IT administrators.
- IAM Standards: Implement industry-standard identity and access management (IAM) and identity governance and administration (IGA) concepts.
9. Information Technology Engineer Tasks
- Regulatory Compliance: Understand and follow compliance with IT regulations from security, quality, and environmental perspectives (e.g., local/county laws, ISO 19001, ISO 14000, etc.).
- SDLC Knowledge: Understand the software development lifecycle methodologies and policies as outlined in the IT Standard Operating Procedures and policies.
- Quality Systems: Be directly in charge of software and hardware quality systems (e.g., ITCR, RA, URS, FDS, SDS, IQ, OQ, PQ, CSV) and other matters related to the Information Technology department quality system.
- Documentation: Write documentation for new and existing validation and/or qualification procedures and technical reports.
- Validation Coordination: Coordinate with QA for all validation cycles across RA, IQ, OQ, PQ, CSV, and change requests.
- Project Updates: Provide project updates to the supervisor on the progress of IT projects.
- Technical Support: Provide overall technical support to the site manufacturing operations group during validation execution.
- Program Optimization: Support the development and continuous optimization of the validation program by improving approaches to validation execution based on a risk management approach.
- Testing Oversight: Establish and ensure rigorous testing during all qualification/validation activities, consistent with international and local applicable authorities, as well as company requirements.
- Issue Resolution: Provide support and technical expertise to resolve issues occurring in routine processes.
10. Information Technology Engineer Role Purpose
- Platform Administration: Operate and administer a large-scale, live trading platform consisting of hundreds of servers, leveraging low-latency infrastructure and cutting-edge technologies.
- Connectivity Management: Ensure stable and reliable connectivity with numerous global trading venues, handling millions of daily orders and real-time market data feeds.
- Issue Resolution: Resolve complex technical and user-specific issues quickly to uphold system performance and availability.
- System Monitoring: Monitor system health continuously, conduct performance tuning, and perform capacity planning to maintain strict latency and throughput requirements.
- Service Oversight: Oversee mission-critical services such as order routing, market data feed handling, pre-trade risk checks, and regulatory trade reporting.
- User Support: Provide real-time technical support to a broad user base of traders operating across various asset classes and trading strategies.
- Exchange Collaboration: Collaborate with exchanges and external venues to integrate new services and maintain seamless operational workflows.
- Market Access: Design and implement scalable Market Access solutions to align with evolving business and regulatory demands.
- Cost Analysis: Collect vendor data and generate detailed internal cost analyses and pricing estimates.
- Infrastructure Planning: Contribute to the architecture and planning of infrastructure and software projects, focusing on high-level design and implementation strategies.
- Professional Development: Actively pursue professional development, including technical certifications, with a focus on Microsoft technologies.
- Innovation Support: Stay current with emerging tools and industry trends to support continuous innovation and platform evolution.