It Support Engineer

Imagine your future with us
At ALS, we encourage you to dream big.

When you join ALS, you join a purpose and values-driven team that empowers you to innovate, create, and thrive.

Our global team turns up each day with passion and commitment to do amazing things, always challenging our thinking to find ways to solve some of the world’s most complex problems for a safer, healthier world.
  
The day to day
This role is primarily based at our Scoresby, Melbourne facility, however there is a requirement to travel regularly to a number of other ALS sites in the region to provide support services.

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.

Responsibilities include:

• 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.
• Maintain site server infrastructure through regular software updates and backup monitoring, reporting and troubleshooting.
• Assist with compliance for accredited systems validation where necessary.
• Support and maintain systems to ensure compliance with ALS cyber security controls and standards.
• Administer small local server based apps and provide support for laboratory management systems.
• Provide assistance with maintaining security card access for site.
• 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.

The Essentials
The successful candidate will possess the following skills and abilities:

• 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
• Microsoft Exchange 2010 / O365 Hybrid environment
• Microsoft WDS, SCCM
• Active Directory
• Symantec Products (SEP Configuration, Admin & Maintenance)
• 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 at Canning Vale, 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
Our people drive our success at ALS.
We are a diverse and dedicated community united by our passion to make a difference in the world. We reward excellence and uphold our values in our work and how we treat each other.

At ALS, you’ll be supported to expand your skills and develop new ones so you can reach your full potential. We invest in our people with a range of programs and provide opportunities across the company, giving our people scope to grow diverse careers and develop as leaders.
We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and the communities where we work.

Our benefits include:

• Discounts with Bupa, HCF, Hertz, HSBC, Virgin Australia
• Opportunity to salary sacrifice car costs with Autopia
• Corporate superannuation benefits with Australian Retirement Trust
• Online learning system with extensive modules of choice
• Employee Assistance Program providing counselling, support and coaching
• Friendly working environment with accessible management
• Influenza Vaccinations
• Opportunities to progress and develop your career within ALS, including global opportunities for suitable candidates

Everyone matters
At ALS, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 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.  We aim to reflect the diverse communities in which we work and encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, persons living with disability and LGBTQ+.
  
About ALS
ALS is a global leader in scientific testing, providing comprehensive testing solutions to clients in more than 60 countries across a wide range of industries, including environment, food and beverage, mining, personal care, pharmaceutical, healthcare and equipment reliability. Using state-of-the-art technologies and innovative methodologies, our dedicated international teams deliver the highest-quality testing services and personalised solutions supported by local expertise. We help our clients leverage the power of data-driven insights for a safer and healthier world.
  
Eligibility
To be eligible to work at ALS you must be an Australian Citizen, Permanent Resident or either hold or be able to obtain, a valid working visa.
  
How to apply
Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.