IT Support Lead

About PSI CRO

PSI is a distinguished Contract Research Organization (CRO) with over three decades of experience in the pharmaceutical sector. Originally founded in Switzerland, PSI operates as a privately held, comprehensive CRO, extending its services globally to support clinical trials across numerous countries and continents. Our selective approach to project engagement underscores our dedication to delivering high-quality, punctual services across a wide array of therapeutic areas.

In an industry often characterized by cost-cutting and workforce reductions, PSI offers a remarkably stable and secure employment environment. This stability is reflected in our exceptionally high rates of repeat and referral business, coupled with minimal staff turnover. A significant portion of our team, over 25%, has been with PSI for more than a decade, contributing to our enduring traditions and rich history.

At PSI, we cultivate an inclusive atmosphere where a diverse range of colleagues feel welcomed and valued. Our commitment to diversity is a fundamental aspect of our success, enabling us to attract and retain premier talent worldwide.

Our mission extends beyond merely conducting clinical trials; we aim to build a collaborative community where every team member is empowered to flourish and contribute to pioneering advancements within the pharmaceutical industry.

Job Description

We are seeking a skilled, qualified, and motivated candidate to fill a full-time IT Support Lead position. This role involves providing guidance to junior administrators and delivering essential day-to-day technical support for our operations throughout Australia and the wider Asia Pacific region.

Responsibilities

• Diagnose and resolve issues with desktop computer systems and associated peripheral equipment.
• Investigate hardware and software problems, pinpointing their origins, determining effective solutions, and implementing them.
• Manage IT support operations, including logging, prioritizing, and resolving user requests, and communicating resolutions.
• Install, configure, maintain, and upgrade desktop computer systems and peripherals such as network cards, printers, modems, and other accessories.
• Contribute to data backup, restoration, disaster recovery, and storage management tasks.
• Gather system operation metrics and other data to analyze and evaluate existing or proposed computer systems.
• Conduct inventories of desktop computer hardware and software.
• Support the oversight of PSI’s IT Asset Management (ITAM) program, including its procedures, guidelines, processes, and controls for inventory, software licensing, maintenance, and disposal.
• Assist IT Administrators with incident management, service request fulfillment, and other assigned tasks.
• Monitor the performance of IT Administrators.
• Conduct technical research for system upgrades, assessing feasibility, cost, time requirements, and compatibility.
• Evaluate and recommend purchases within the scope of primary responsibility, prepare purchase orders, manage the procurement process, and provide input for IT budgets and financial forecasts.
• Participate in the development, maintenance, and updating of technical documentation, including system configurations, problem resolutions, vendor documentation, and disaster recovery procedures.
• Develop, update, and distribute user guides and training materials.
• Provide both on-site (Sydney) and remote support to users located in Australia and the Pacific region.
• Facilitate on-the-job training for new IT Infrastructure Services staff.

Qualifications

Experience

• A minimum of 5 years of relevant experience in systems and network administration.
• Demonstrated experience in creating specific IT documentation and Quality System Documents (QSDs).
• Proven ability to deliver presentations to diverse audiences with varying levels of technical understanding.

Training & Skills

• Completion of the departmental induction course relevant to the role.
• Participation in customized training tailored to the scope of responsibilities.
• Proficiency with current Microsoft products and solutions.
• Solid understanding of networking fundamentals.
• Capability to quickly and effectively troubleshoot and resolve common hardware and software issues.
• Ability to identify and automate repetitive tasks.

Additional Information

Seize this opportunity to advance your career significantly. Join a company that prioritizes its people and invests in their professional growth and success.