IT Support Lead

PSI is a leading Contract Research Organization (CRO) with over 30 years of experience in the pharmaceutical industry. Originating from Switzerland, PSI is a privately owned, full-service CRO with a global reach, supporting clinical trials across multiple countries and continents. Our reputation for being highly selective about the projects we undertake highlights our commitment to delivering high-quality, timely services across a broad spectrum of therapeutic indications.

In an industry where cost-cutting and layoffs are common, PSI stands out as a stable and secure workplace. Our dedication to stability is evident in our exceptionally high repeat and referral business rate and minimal staff turnover. More than 25% of our colleagues have been with us for over 10 years, contributing to our long-standing traditions and history.

At PSI, we foster an environment where a diverse range of colleagues feel welcomed and valued. Our inclusive culture is a cornerstone of our success, enabling us to attract and retain top talent globally.

We are not just about conducting clinical trials; we are about building a community where every team member has the opportunity to thrive and contribute to groundbreaking advancements in the pharmaceutical industry.

We are seeking a professional, qualified, and enthusiastic candidate for a full-time IT Support Lead position. This role will involve providing support to junior administrators as well as delivering day-to-day technical support for our operations across Australia and the broader Asia Pacific region.

The scope of responsibilities will include:

• Troubleshoots and diagnoses desktop computer systems and peripheral equipment problems. Investigates hardware/software problems of the desktop computer systems and peripherals, identifies their source, determines possible solutions, tests and implements solutions.
• Performs IT support operations, including but not limited to receiving and tracking users’ requests, assigning priority and responsible persons, resolving requests and users’ notification.
• Installs, configures, maintains and upgrades of desktop computer systems and peripherals (e.g. network cards, printers, modems, mice, add-in boards, copiers, etc.) (shared responsibility).
• Assist in performing data backups, data restores, disaster recovery, and storage management (shared responsibility).
• Assists with collecting information (including systems operation metrics) to analyze and evaluate existing or proposed computer systems.
• Performs desktop computer systems inventories (hardware and software).
• Assists in overseeing PSI’s IT Asset Management (ITAM) program, inclusive of procedures, guidelines, processes, and controls for inventory management, software licensing, maintenance, and disposal.
• Assists IT Administrators with incident management, service request fulfillment and tasks.
• Monitors the performance of IT Administrators.
• Assists with technical research on systems upgrades to determine feasibility, cost, time required, and compatibility with current systems.
• Evaluates and recommends purchases within the area of primary responsibility, prepares purchase orders, organizes purchasing process, provides inputs to IT budgets, plans and/or financial forecasts.
• Participates in development, maintenance and update of technical documentation within the area of primary responsibility including but not limited to systems configurations, problem fixes, vendors’ technical documentation and disaster recovery procedures. Participates in development, update and distribution of users’ guides and tutorials.
• Onsite (Sydney) and remote support of users (residing in Australia and Pacific region).
• Supports on-the-job training of new IT Infrastructure Services staff.

Experience

• Minimum 5 years of related experience in systems and network administration. 
• Experience in writing specific IT documentation and QSDs.
• Experience in delivering presentations to audiences with varying levels of technical expertise.

Training & Skills

1. Training

• The departmental induction course relevant to the position.
• Customized training pertinent to the scope of responsibilities

2. Computer Skills

• Proficiency in current Microsoft products and solutions.
• Proficient understanding of networking fundamentals.
• Ability to troubleshoot and solve common hardware and software problems quickly and effectively.
• Ability to identify tasks that require automation and automate them.

Make the right call and take your career to a whole new level.  Join the company that focuses on its people and invests in their professional development and success.