Senior IT Support Officer

BioAgilytix; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

360biolabs is an Australia-based, quality-accredited specialist laboratory services organisation and a BioAgilytix company. We are seeking an IT support professional to maintain workstation setups, manage software and hardware inventories, and provide proactive end-user assistance within a regulated lab environment.

You will work in a cross-functional team, ensure compliance with SOPs, and help implement new IT solutions while developing your skills in a dynamic CRO-led field.

Qualifications

• Degree in IT or equivalent plus relevant experience (Essential)
• High degree of self-motivation with the ability to work independently and to effectively manage and prioritise work (Essential)
• Strong analytical and problem-solving skills; ability to perform root cause analysis (Essential)
• Approachable individual that is dedicated to providing friendly support, as well as willing to go the extra mile (Essential)
• Excellent administrative and organisational skills (Essential)
• Ability to work effectively as part of a multi-disciplinary team (Essential)
• Excellent analytical, interpersonal, verbal and written communication skills (Essential)
• High level of attention to detail (Essential)
• Understanding of networking and server administration, and virtualisation and backup methodologies (Desirable)
• Experience working in a Scientific Environment (Pharma/Biotech) (Desirable)
• Experience working with a range of scientific software (Desirable)
• Experience working with Office 365 Admin Console and Azure AD (Desirable)

Responsibilities

• Provide IT support with adherence to industry best practice and regulatory guidelines
• Assist in setting up workstations and hardware installation
• Support Windows OS and Microsoft 365 apps across the organisation
• Manage hardware and software inventory and routine backups
• Collaborate in a cross-functional matrix environment
• Maintain IT SOPs, continuity and inventory documentation

Skills

Troubleshooting IT issues

Documentation and ticketing

Customer-focused support

Basic networking & server concepts

Education

Degree in IT or equivalent

Tools

Office 365 Admin Console

Azure AD

Virtualization

Job description

360biolabs is Australia's most comprehensive quality-accredited specialty laboratory services organisation. 360biolabs is a BioAgilytix company and part of a leading global contract research organisation (CRO) supporting the development of innovative new medicines in a quality-controlled environment. At 360biolabs, we develop and conduct pharmacokinetics (PK) and pharmacodynamic (PD) assays across a wide variety of therapeutic areas to ensure the success of our clients’ clinical trials and preclinical studies.

Working at 360biolabs means working with the best people (and technology) in our field. With a genuine focus on development, you will have access to local and global opportunities. You will also have access to a diverse offering of wellbeing and connection initiatives which reflects that people are our priority.

Goals

The goal of the 360biolabs IT Department is to maximize the organisation’s operational efficiency through the use of infrastructure, technology and resources.

Objectives

The objective of the 360biolabs IT Department is to manage technical infrastructure and provide services in support to the various business groups in accordance with 360Biolabs values and strategic objectives.

Role Details

To provide IT support with adherence to industry best practice and relevant regulatory guidelines.

Key Responsibility Areas

The key responsibility areas (KRAs) are the major outputs for which the position is responsible and are not a comprehensive statement of the position activities.

Information Technology

• Assist in investigating, analysing and resolving hardware and software problems
• Assist in setting up workstations (laptops, desktops, docks and monitors)
• Assist with software installation
• Installation and management of hardware, including liaising with the vendor (Eg. Dell) to resolve technical and warranty issues
• Managing incidents and user requests ensuring a proactive approach to minimising impacts and reducing reoccurring incidents
• Maintain effective communication with business users when resolving incidents and fulfilling requests
• Escalate and communicate issues to senior team members when necessary
• Supporting Microsoft products e.g. Windows XP/7/10, Office 2010/2013/2016, Windows Servers, Office (2010, 2013, O365), Teams
• Supporting a range of scientific software
• Build and deployment of new laptop according to 360biolabs’ SOE (standard operating environment)
• Management of the hardware and software inventory list, including routine backups
• Assist in investigating, developing and delivering new solutions to user’s IT related requests
• Assist with system upgrades, installation, integration, customisation and configuration
• Test new application systems and hardware, and resolve configuration conflicts and errors
• Assist with general IT documentation and administration
• Assist in maintaining IT SOPs, continuity and inventory documentation
• Ensure compliance with SOPS, Standard and Guidelines for IT Systems
• Assist in refining documented processes and procedures as part of ongoing continuous improvement
• Provide general IT administrative support and ensure procedures are fulfilled
• Collaborate well in a cross functional matrix environment

Safety

• Ensure the safe and efficient conduct of company activities
• Ensure compliance to relevant internal processes and statutory requirements

Team Work

• Maintain high levels of communication with colleagues

Communication

• Effectively communicate issues related to IT and associated infrastructure to all relevant parties

Professional Development

• Attend meetings associated with Information Technology or the work of 360biolabs
• Participate in professional activities including attendance at training courses and seminars in the field of expertise

Key Selection Criteria

• Degree in IT or equivalent plus relevant experience (Essential)

Experience / Knowledge / Attributes

• High degree of self‑motivation with the ability to work independently and to effectively manage and prioritise work (Essential)
• Eagerness to learn, be pro‑active and willing to share knowledge (Essential)
• Strong analytical and problem‑solving skills; ability to perform root cause analysis (Essential)
• Approachable individual that is dedicated to providing friendly support, as well as willing to go the extra mile (Essential)
• Excellent administrative and organisational skills (Essential)
• Ability to work effectively as part of a multi‑disciplinary team (Essential)
• Excellent analytical, interpersonal, verbal and written communication skills (Essential)
• High level of attention to detail (Essential)
• Understanding of networking and server administration, and virtualisation and backup methodologies (Desirable)
• Experience working in a Scientific Environment (Pharma/Biotech) (Desirable)
• Experience working with a range of scientific software (Desirable)Experience working with Office 365 Admin Console and Azure AD (Desirable)

360biolabs is a flexible, equal opportunity employer looking for committed and like‑minded people to join us. Our culture is something we are very proud of, celebrating each individual and everything they bring to our team. We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQIA+ community and people with a disability.

To express your interest in this position please submit a CV and cover letter. Applications only accepted from Australian / NZ residents with valid Australian work rights.