Senior IT Support Officer

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)