ICT Support Engineer

Location: INGLEBURN, NSW

Salary: Not Specified

Job Type: Permanent position | Full time position

• Develop, maintain and review ICT support procedures, technical quality assurance processes, system guidelines and operational standards.
• Schedule and conduct ICT system and quality reviews, including analysing systems, data, technical records and documentation to identify issues or areas requiring improvement.
• Identify system variations, technical weaknesses and potential high-risk areas that may affect compliance with established standards and procedures.
• Recommend corrective actions and system improvements where technical deficiencies or non-compliance are identified through monitoring, testing and system reviews.
• Investigate, troubleshoot, diagnose, test and resolve system problems, technical faults and performance issues affecting business operations.
• Analyse and resolve technical issues associated with the installation, maintenance, repair, upgrade and configuration of desktops, laptops, software, hardware, printers, internet connectivity, email, databases, operating systems and security systems.
• Install, configure, maintain and support computer hardware, software applications, operating systems, printers, peripherals and other ICT equipment.
• Test the behaviour, functionality, performance and integrity of systems and applications according to established testing protocols, technical guidelines and quality standards.
• Identify and diagnose functionality errors, system faults and software-related issues and implement or recommend appropriate corrective solutions.
• Conduct testing following system installations, software upgrades, configuration changes and other technical modifications to ensure systems perform according to specification.
• Monitor ICT systems and infrastructure to identify recurring technical problems, performance limitations and opportunities to improve reliability and operational efficiency.
• Conduct systems architecture reviews and assessments and provide recommendations regarding current and future hardware, software and ICT infrastructure requirements.
• Assist with implementing system upgrades, hardware replacements, software updates and other technology improvements while minimising disruption to business operations.
• Support user accounts, system permissions and appropriate security controls to protect company systems and information against unauthorised access, loss or misuse.
• Assist with maintaining appropriate backup, recovery and system continuity procedures for important business and operational information.
• Communicate and liaise with users and management regarding technical standards, ICT procedures, system changes, quality control requirements and identified system issues.
• Develop and provide technical guidance and training to employees regarding application software, computer systems and operational procedures.
• Provide day-to-day technical assistance to users experiencing hardware, software, network, system access, email, printing or application-related problems.
• Liaise with software vendors, telecommunications providers, external ICT service providers and technical specialists to coordinate technical support and resolve complex system issues.
• Create, review and maintain technical documentation, including procedural and instructional guides, operational manuals, technical reports, system specifications and troubleshooting procedures.
• Maintain accurate ICT asset and maintenance inventory records covering computer hardware, software, licences, peripherals and other technology resources.
• Maintain records of technical support requests, system faults, testing outcomes, corrective actions, system changes and maintenance activities.
• Work with different departments to understand operational requirements and ensure ICT systems effectively support pharmaceutical packaging, quality assurance, inventory, administration and logistics functions.
• Contribute to continuous improvement initiatives aimed at strengthening system reliability, information security, technical support and overall operational efficiency.
• Ensure ICT activities are performed in accordance with company policies, relevant regulatory requirements, workplace health and safety standards and established quality procedures.

Requirements

• Bachelor degree or higher qualification in Information Technology, Computer Science, Information Systems, Software Engineering, Network Engineering or a related discipline.

OR

• At least five years of relevant professional experience and/or relevant vendor certification may substitute for the formal qualification.
• Relevant experience and/or on-the-job training may be required in addition to the formal qualification where appropriate.
• Demonstrated experience in ICT technical support, systems support, infrastructure support, systems testing or a similar ICT position.
• Strong knowledge of troubleshooting computer hardware, software, operating systems, databases, internet, email and security systems.
• Experience installing, configuring, maintaining, upgrading and testing ICT hardware and software.
• Understanding of technical quality assurance, systems testing, fault diagnosis and corrective action processes.
• Ability to analyse technical problems and develop practical and reliable solutions.
• Knowledge of information security, system access controls, data integrity and appropriate ICT security practices.
• Ability to prepare and maintain technical documentation, procedures, reports and operational guides.
• Strong analytical, organisational, communication and problem-solving skills.
• Ability to provide technical guidance and training to users and communicate technical matters clearly to non-technical employees.
• Experience within pharmaceutical, healthcare, manufacturing, warehousing, logistics environment will be highly regarded.
• Australian Citizens and Permanent Residents are encouraged to apply.