Senior IT Support Officer

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)