Role Overview
At ALS, we encourage you to dream big. When you join us, you'll be part of a global team harnessing the power of scientific testing and data‐driven insights to build a healthier future.
The Role
The IT Support Engineer is the front line and face of IT, responsible for being the first point of contact for all ALS staff, providing prompt, courteous, and friendly service via telephone, walk‐up, self‐service or any other contact method. This includes providing first and second level support for all IT systems and services, ensuring the security and integrity of computer and user operations are in accordance with ALS security and strategic plan, with a focus on their local geographic region.
Day‐to‐Day Responsibilities
* Provide a single point of contact for all ALS staff, logging all incidents and service requests through the designated helpdesk system.
* Manage incidents, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
* Ensure business continuity, being aware and actively monitoring systems or sites that are down, following ALS Incident management and outage communication procedures.
* Develop, contribute and ensure adherence to all IT procedures and policies.
* Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team, actively seek out improvements, new ideas or solutions for issues that may arise.
* Troubleshoot technical issues to resolution and/or Escalate to supplier or partner organisations as required, following to resolution and ensuring the customer is kept informed of progress.
* Administer, deploy and maintain all end‐user IT devices (such as computers, laptops, tablets, printers, mobile phones, scanners etc.).
* Support end‐user and server infrastructure life cycle management, consultation, quoting, vendor management, SOE Build, hardware diagnosis, warranty claims and decommissioning.
* IT asset tracking, software, OS, end‐user auditing and licence management.
* Administer Active Directory Users and Computers, security groups, user account creation/modification/removal in co‐operation with HR.
* Provide support for on‐prem and cloud‐based video conferencing as well as general AV facilities troubleshooting and support.
* Commissioning, maintaining and decommissioning on‐site infrastructure and network equipment, racking, provisioning services, patching fibre/ethernet.
* Assist with compliance for accredited systems validation where necessary.
* Assist with ongoing development of related policies and procedures, including appropriate controls around organisational change management.
* Provide technical assistance to project teams and undertake technical project roles when required; supporting the roll‐out of new applications and solutions.
* Provide VIP support to the executive teams.
The Essentials
* Minimum of 3‐6+ years' demonstrated experience as a support engineer within an enterprise environment.
* Tertiary qualification in IT and/or extensive practical experience.
* Demonstrated experience with network support, diagnostics and troubleshooting physical networks.
* Excellent relationship building and communication skills with an ability to make technical and complex issues simple and easily understood.
* Demonstrated ability to create clear and concise documentation, end‐user guides, how‐to guides, technical process guides.
* Excellent organisational skills with the ability to prioritise work and work autonomously.
* Experience working in a remote service desk team, including the use of an ITSM platform and remote tools.
* Proven experience with support, administration and troubleshooting of the following technologies/solutions in a multi‐site commercial environment:
o Microsoft Server 2003‐2016 including core services: AD, Group Policy, PowerShell scripting, Sites/Services, DHCP, File/Print, DFS, Replication, Storage, Logging, WSUS etc.
o Microsoft Desktop Operating Systems from Windows XP to Windows 11, primarily Windows 10.
o Intune and Autopilot deployments.
o Microsoft Exchange 2010 / O365 Hybrid environment.
o Microsoft WDS, SCCM.
o Active Directory.
o Backup technologies (Veeam).
o O365 administration and troubleshooting.
o Hyper‐V, VMware administration, maintenance and troubleshooting.
o Citrix would be an added benefit.
o Unified communications (VOIP, VC etc).
o Apple and Android technologies would be advantageous.
o Ability to conduct and direct research into IT issues and products as required.
o Experience working with hardware vendors and 3rd party service providers, ability to advise, quote, purchase, build and commission end‐user equipment and infrastructure.
o Sound analytical and problem‐solving skills.
o Ability to cope under pressure.
o Excellent written and verbal communication skills.
o Ability to engage with personnel at all levels of the organisation.
o Ability to take accountability and responsibility.
o Availability to work out of business hours due to the nature and responsibility of the role.
o Whilst this position is primarily based in Perth, WA, travel to other ALS sites (around the regional area) will be required on a regular scheduled basis for provision of services.
o Current driver's license.
Everyone Matters
ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued. ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request.
Eligibility
To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain a valid working visa.
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