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.
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:
The IT Support Officer is responsible for Level 1 and 2 support services, computer network support services, help desk services and other duties as outlined in the responsibility section below.
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
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
Troubleshooting and Support
Perform 1st level troubleshooting and support to resolution of all IT related incidents and requests.
Triage incoming tickets and allocate tickets to the appropriate group/staff for resolution
Ensure tickets are updates in a timely manner with suitable information
Escalate tickets to Level 2 and 3 support or higher when required
Prioritise incidents as they are logged in the ticketing system
Client Services
Provide courteous help desk services, administrative and clerical work in the area of IT and associated infrastructure.
Assist with the creation and management of user accounts for staff and ensure the appropriate level of access to 360Biolabs’s shared drives and other network resources.
Assist with the onboarding and offboarding of users in a managed environment
Provide computer network supporting services
Able to explain technical concepts in clear non-technical terms
Communication:
Effectively communicate issues related to IT and associated infrastructure to all relevant parties
Preventive Maintenance
Assist the completion of system maintenance and administration activities
Create and update documentation as required
Ensuring hardware/software applications are operational
Follow maintenance programs to ensure ongoing supply of service and minimise potential downtime
Contact vendors and other 3rd parties to perform services according to agreed service levels, and terms and conditions.
Management and Organisation
Maintain inventory records of IT hardware
Maintain IT equipment; liaising with vendors regarding warranty/repairs
Prepare any labs, tutorial rooms and lecture theatres to ensure appropriate provisioning of software and hardware
Test, install and maintain peripherals, videoconferencing and office equipment (e.g. printers)
Setup and install software as directed by the supervisor
Coordinate tasks with colleagues to ensure on time delivery of services and completion of projects.
Be able to work autonomously
Be able to multitask during busy periods
Remain productive during slow times
Work with team members in setting up hardware and accessories
Train internal cohort and provide relevant upskilling when required
Ensure company policies, processes and procedures are adhered to
Special Projects
Ensure special projects and tasks assigned (as may be from time to time) are carried out efficiently and effectively
Be actively involved in supporting IT Infrastructure and domain migration projects
Provide relevant support and handover to said projects as needed.
Professional Development
Attend meetings associated with Information Systems 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)
Backup and recovery experience (Desirable)
For further questions about the role, please contact the 360biolabs Careers team (
[email protected]).
Apply now if you have what it takes to join our team!
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.
Benefits of working with 360biolabs include working with the best people (and technology) in our field, local and global career opportunities and a genuine focus on wellbeing and connection., In addition, competitive remuneration packages will be offered to successful applicants based on skills and experience.
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.
