Senior IT Support Engineer, LabGenius

• The ideal candidate should have strong problem-solving skills, a customer-service-oriented mindset, and the ability to work in a fast-paced environment
• Minimum of 5 years in an IT support role, ideally in a Biotech or Healthcare environment
• A degree in Information Technology, Computer Science, or a related field is preferred
• ITIL foundation level is a plus
• Coding skills are a plus (Python, Shell and Ruby)
• Proficiency in Windows and MacOS operating systems and Google Workspace essential
• Experience with Meraki network infrastructure is a plus
• Basic knowledge of Windows Active Directory management, including Group Policy
• Knowledge of cybersecurity principles and best practices
• Understanding of cloud services (e.g., AWS, GCP) is also an advantage
• Strong problem-solving and analytical abilities
• Customer-focused with a commitment to delivering high-quality service
• Strong organisational skills and attention to detail

Desirable

• The Senior IT Engineer is responsible for maintaining the company's IT infrastructure, providing technical support to employees, and ensuring the smooth operation of all IT-related activities
• This includes troubleshooting hardware and software issues, using coding skills, managing network and server systems, and supporting the implementation of new technologies
• Provide first-line and second-line support to employees for hardware, software, and network-related issues
• Troubleshoot and resolve IT issues promptly
• Document and track all support requests and resolutions in the IT helpdesk system
• Install, configure, and maintain desktop computers, laptops, printers, and other peripheral devices
• Install, configure, and update software applications and operating systems
• Configure policies and configuration profiles in Jamf using Shell script where required
• Perform regular system maintenance and updates to ensure optimal performance
• Assist in the administration and maintenance of the company’s network infrastructure, including switches, routers, firewalls, and wireless networks
• Support the management and maintenance of servers, including monitoring, backups, and disaster recovery plans
• Ensure the security of the network by monitoring security measures
• Provide training to employees on the use of IT systems and best practices
• Create and maintain documentation for IT procedures, user guides, and troubleshooting guides
• Maintain an inventory of all IT equipment and software licences
• Coordinate with vendors for the purchase, repair, and maintenance of IT equipment
• Assist in the planning and implementation of IT projects, including system upgrades, network expansions, and software deployments
• Collaborate with other IT team members to ensure projects are completed on time and within budget
• Ensure compliance with company IT policies and procedures
• Assist in the implementation of IT policies and procedures
• This role may require occasional after-hours work for system maintenance or emergency support
• The position involves physical activity, such as lifting and moving IT equipment

• We usually respond within a week