For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners' most high-profile drug and device programs.**Work arrangement**This is a hands on, primarily onsite role based at our modern Abbotsford office, providing in person support to employees while also supporting remote workers across the business. Occasional travel to the local data centre in Mitcham is required for hands on infrastructure support and troubleshooting.**MUST HAVE:*** Ability to work onsite at the Abbotsford office* Ability to drive to the Data Centre and other locations as required* Full working rights in Australia with **no expiry date**, such as Australian citizenship, permanent residency, or a spouse visa etc.* Based in Melbourne and comfortable with commuting to both the Abbotsford office and the Data Centre as required**Why you will enjoy working with us*** Modern Abbotsford office* Onsite gym* Onsite parking available* High impact role with autonomy and visibility* Exposure to both onsite and remote environments* Opportunity to work within a global company, collaborating across teams and locations**Role summary**The IT Technician II provides day-to-day end-user support across laptops, desktops, core workplace applications, user accounts, and local site IT services. This role is responsible for building and configuring laptops, onboarding new starters, responding to help-desk tickets, and troubleshooting hardware and software issues. The technician also supports employee offboarding by managing the return and processing of laptops and other IT equipment. In addition, the role maintains the IT asset register to ensure accurate tracking of devices and equipment. The IT Technician II helps ensure reliable workplace technology by delivering timely support and assisting with general day-to-day IT operations across the region.**Key responsibilities*** Resolve complex Level 2 and Level 3 incidents relating to end user devices, user accounts, and core workplace applications.* Act as an escalation point for Service Desk Technicians and IT Technician I colleagues.* Review and prioritise tickets based on business impact, system priority, and urgency.* Manage users, groups, and access within Active Directory, Entra ID (Azure AD), and Microsoft 365 services including Exchange Online.* Install, maintain, and troubleshoot end user hardware, Windows operating systems, and software applications.* Lead and assist with the setup, configuration, and maintenance of systems and services.* Take site based ownership of the Melbourne office location, including asset management and device provisioning for new starters, leavers, and business as usual replacements.* Coordinate laptop setup and distribution to colleagues, including shipping and tracking when required.* Support the development and implementation of standards, policies, and procedures to ensure secure, reliable, and efficient use of IT systems.* Perform network troubleshooting to isolate and diagnose common connectivity and performance issues.* Liaise with third party vendors and suppliers for software, hardware, and service support.* Follow up on tickets to ensure issues are resolved, documented, and closed appropriately.* Maintain accurate records of work performed, actions taken, and communications with users.* Identify opportunities for service improvement, automation, and efficiency.* Carry out other duties as reasonably assigned.**Required skills and competencies*** Strong understanding of end user computing systems and devices.* Proven ability to diagnose and resolve technical issues in a structured way.* Strong customer service mindset with a professional and user focused approach.* Excellent written and verbal communication skills.* Ability to work independently, manage competing priorities, and make sound decisions with minimal oversight.* Efficient and quick learner with the ability to adapt to new technologies and processes.* Experience supporting Microsoft 365 services, including Exchange Online and Entra ID (Azure AD).* Experience supporting Windows 10 and Windows 11 endpoints.* Working knowledge of Windows Server administration and maintenance in hybrid or on premises environments.* Working knowledge of information security best practices, including access control and authentication.**Experience requirements*** Minimum 3 years experience in an IT technician role or similar applicable position, with demonstrated Level 2 support capability.**Desirable qualifications and certifications*** Tertiary qualification in Information Technology, Computer Science, or related field.* CompTIA Network+ certification.* ITIL v3 or v4 Foundation certification.* Microsoft certification related to Windows endpoint support or modern desktop administration.**Additional requirements*** Must be able to successfully complete a background check covering the past 7 years.* Multi factor authentication is required on personal smartphones for access to company systems.* Must be able to work primarily onsite in Abbotsford, and travel locally to a data centre in Mitcham for troubleshooting, including driving as required.We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.\*\*\*ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.\*\*\*ProPharma will never ask you for any bank account information, financial information, or another form of payment to be considered for a role. Additionally, the ProPharma talent acquisition team will only use their work email addresses (). If you receive recruiting communications from anyone with a yahoo.com, gmail.com, live.com, propharmagroupjobs.com, or any other email account, it's likely a fraud.#J-18808-Ljbffr