IT Support Engineer

Description

The role sits in Brisbane and is on a standard Monday to Friday schedule. It is part of a large science company whose work covers environmental protection, food safety and cancer research.

The site has cleanroom areas under Good Manufacturing Practice (GMP) safety rules. Cleanroom entry bans hair products, jewelry, makeup, nail polish, perfume, exposed piercings and facial hair. Some personal protective equipment is required, such as safety glasses, gowns, gloves, lab coats or ear plugs.

This is an IT engineering role covering end-user systems, infrastructure and business applications. You will keep operations stable, secure and compliant with the company's global standards.

Responsibilities

• Act as the IT support contact for the Brisbane sites across end-user support, infrastructure and business applications.
• Link global IT with local business units, keep all stakeholders coordinated and roll out global IT standards at the sites.
• Help staff with software and hardware problems, including Microsoft Office, printers, mobile devices and other end-user business applications. Diagnose PC and hardware faults and fix them where needed.
• Make sure systems have backup and cybersecurity software, that data is backed up, and that systems are secured and patched to company standards.
• Buy computers and peripherals and manage the life cycle of site systems, replacing or upgrading them on time to keep them stable.
• Work with Global IT and vendors to resolve major incidents and critical failures quickly, limiting business impact and keeping systems available and reliable.
• Manage Incident and Request tickets in ServiceNow, meeting priorities and SLA targets.
• Have new hires equipped with their hardware before their start date.
• Coordinate with global teams (Network, Servers, Backup, Disaster Recovery, AV, Printing and others) and vendors to resolve system issues promptly and limit disruption.
• Support the local facilities team with IT server rooms and communication rooms, following IT standards.
• Contribute to IT projects, delivering on time and helping the site adopt new digital technologies.
• Propose and carry out improvements to systems, processes, hardware and software that strengthen security, capability and business operations.
• Carry out other duties as assigned.
• Keep global business applications such as Trackwise, eDMS and SFLMS available, and escalate their Incident and Request tickets for the business team.
• Set up local systems and peripherals, such as label printers and scanners.

Requirements

• A diploma or bachelor's degree in information technology, computer science or an equivalent qualification.
• At least 2 years in IT site support on the desk side. Experience in manufacturing or regulated settings such as pharma, banking or logistics is preferred.
• Technical certificates in Windows, networking, applications or IT project management are a plus.
• Strong knowledge of Windows and Office 365.
• Working knowledge of LAN, WAN, VPN and server management.
• Familiarity with ServiceNow or a comparable ITSM tool.
• Understanding of cybersecurity practice and endpoint protection.
• Ability to communicate professionally with a wide range of people, including executives and managers.
• Strong communication and stakeholder management skills.
• An analytical, problem-solving approach and a strong sense of ownership.
• Ability to work independently and juggle several tasks at once.
• Occasional off-hours work through on-call support.

Conditions

Standard Monday to Friday hours on site in Brisbane.

Cleanroom and GMP rules apply, with some personal protective equipment required.

Occasional on-call support outside normal hours.

Equal opportunity employer that values diverse backgrounds.

Benefits

• Health and wellbeing programs, including an Employee Assistance Program for personal and work matters.
• Flexible working arrangements.
• Generous leave, including the option to buy extra leave, paid birthday leave and paid parental leave from the company.
• Paid volunteer time for non-profit causes.
• Learning through online courses on the company University Plus and LinkedIn Learning, workshops and mentoring.
• Recognised as a WGEA Employer of Choice for Gender Equality in Australia.