IT Support Engineer

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.

The day to day

The IT Support Engineer will be responsible for the following:

• 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 organizations 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/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
Suitable candidates for this role must have:

• Minimum of At least 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 organizational skills with the ability to prioritize 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:

  • Microsoft Server 2003-2016 including core services:  AD, Group Policy, PowerShell scripting, Sites/Services, DHCP, File/Print, DFS, Replication, Storage, Logging, WSUS etc

  • Microsoft Desktop Operating Systems from Windows XP to Windows 11, primarily Windows 10

  • Intune and Autopilot deployments

  • Microsoft Exchange 2010 / O365 Hybrid environment

  • Microsoft WDS, SCCM

  • Active Directory

  • Backup technologies (Veeam)

  • O365 administration and troubleshooting

  • Hyper-V, VMware administration, maintenance and troubleshooting

  • Citrix would be an added benefit

  • Unified communications (VOIP, VC etc)

  • Apple and Android technologies would be advantageous

• Ability to conduct and direct research into IT issues and products as required.

• Experience working with hardware vendors and 3rd party service providers, ability to advise, quote, purchase, build and commission end user equipment and infrastructure.

• Sound analytical and problem-solving skills.

• Ability to cope under pressure.

• Excellent written and verbal communication skills.

• Ability to engage with personnel at all levels of the organization.

• Ability to take accountability & responsibility.

• Availability to work out of business hours due to the nature and responsibility of the role.

• 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.

• Current driver's license.

Working at ALS

The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.

Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence. 

At ALS, you’ll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us. 

We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

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.

How to apply
Please apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.