IT Support Engineer

About Thermo Fisher Scientific

Thermo Fisher Scientific is dedicated to delivering solutions to some of the world's most difficult challenges, such as environmental protection, food safety, and cancer research. By joining their team, you will contribute to a mission that strengthens global health, safety, and environmental care. Employees have access to abundant resources to fulfill career ambitions and participate in meaningful, impactful work around the globe.

Position Overview

As an IT Support Engineer, you will be responsible for delivering technical and operational support for end-user systems, infrastructure, and critical business applications. You will ensure that IT operations are stable, secure, and compliant, maintaining alignment with the company's global standards.

Key Duties

• Provide IT support services to Brisbane sites, including support for end users, infrastructure, and business applications.
• Act as the primary liaison between global IT and business units to ensure smooth collaboration and implementation of global computing standards.
• Assist employees with software and hardware issues including Microsoft Office, printers, mobile devices, and other enterprise applications; troubleshoot and resolve PC and hardware malfunctions.
• Manage installation and upkeep of software for backups and cybersecurity, ensuring data protection and adherence to patch management standards.
• Oversee procurement and lifecycle management of computers and peripherals, ensuring timely replacements and upgrades for continuous system stability.
• Collaborate with global IT and external vendors to resolve critical IT incidents promptly, minimizing business disruption and maintaining system reliability.
• Handle incident and service requests via the ServiceNow platform, complying with priority and SLA standards.
• Coordinate hardware provisioning for new hires to ensure equipment availability before onboarding.
• Support local facility IT rooms including server and communication rooms in line with IT standards.
• Contribute to IT projects to ensure timely deployment and adoption of digital technologies.
• Recommend and implement improvements to enhance security, system capabilities, and operational efficiency.
• Maintain availability and support for global business applications such as Trackwise, eDMS, and SFLMS, escalating tickets as required.
• Support deployment and maintenance of local systems and peripherals including label printers and scanners.
• Perform additional duties as assigned, including occasional off-hours on-call support.

Work Environment and Schedule

• Standard work week Monday to Friday.
• Comply with Good Manufacturing Practices (GMP) safety standards, including cleanroom protocols that restrict use of hair products, jewelry, makeup, nail polish, perfume, exposed piercings, facial hair, etc.
• Certain tasks require use of personal protective equipment such as safety glasses, gowns, gloves, lab coats, and ear plugs.

Qualifications and Experience

• Diploma or bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent qualification.
• Minimum of two years' experience providing IT site support, preferably within manufacturing or regulated sectors such as pharmaceuticals, banking, or logistics.
• Relevant technical certifications in Windows, networking, application support, or IT project management are advantageous.

Skills and Competencies

• Strong proficiency with Windows operating systems and Microsoft Office 365 environments.
• Good understanding of LAN/WAN networking, VPN, and server management concepts.
• Experience working with ServiceNow or similar IT Service Management platforms.
• Knowledge of cybersecurity methods and endpoint protection strategies.
• Comfortable engaging professionally with diverse stakeholders, including executives and managers.
• Excellent communication skills and stakeholder relationship management ability.
• Demonstrated analytical thinking and problem-solving capabilities, with a strong sense of ownership.
• Ability to work independently, effectively managing multiple priorities and tasks.

Employee Benefits

• Access to health and wellbeing programs including comprehensive benefits and an Employee Assistance Program offering confidential support.
• Flexible work arrangements to support work-life balance.
• Generous leave entitlements including options for additional purchased leave, paid birthday leave, and company-funded parental leave.
• Opportunities for charitable involvement including paid volunteer time.
• Professional growth supported through online courses, workshops, mentorships, and continuous skill development platforms.

Important Employer Information

Thermo Fisher Scientific is recognized as an Employer of Choice for Gender Equality in Australia and embraces diversity and inclusion. The company upholds equal opportunity employment policies and does not discriminate based on protected characteristics such as race, gender, disability or veteran status.