ICT Support Engineer
Business: MedipaQ Pty Ltd
Location: Ingleburn, NSW 2565
Employment Type: Full-time, Ongoing
Salary: AUD $90,000 – $100,000 per annum plus superannuation
About the Business
MedipaQ Pty Ltd is an Australian-based contract pharmaceutical packaging and logistics company operating in Ingleburn, New South Wales. The business provides specialised pharmaceutical packaging, labelling, storage and distribution services to domestic and international clients within the healthcare and life sciences sectors.
Operating within a highly regulated and quality-focused environment, MedipaQ Pty Ltd places strong emphasis on accuracy, reliability, compliance and data integrity. The company operates in accordance with applicable Good Manufacturing Practice (GMP), Therapeutic Goods Administration (TGA), workplace health and safety requirements and internal quality procedures.
The business relies on ICT systems, software applications, databases, networks, computer hardware and security infrastructure to support its packaging, quality assurance, inventory, administration and logistics activities. As operational requirements continue to grow, MedipaQ Pty Ltd requires an experienced ICT Support Engineer to maintain reliable systems, resolve technical issues and support the ongoing development of its technology infrastructure.
About the Role
The ICT Support Engineer is responsible for supporting, maintaining, testing and improving the ICT systems and technical infrastructure used across MedipaQ Pty Ltd.
The role involves developing and maintaining technical support procedures and quality assurance processes, investigating and resolving system problems and performance issues, testing system functionality and integrity, supporting users and ensuring ICT systems operate efficiently and according to established standards.
The successful candidate will work closely with management, employees, technology vendors and external service providers to maintain reliable and secure ICT systems within the company's regulated pharmaceutical packaging and logistics environment.
Key Responsibilities
- 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, networks, printers, 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 or another regulated environment will be highly regarded.
Work Conditions
- Full-time, ongoing position.
- Salary: AUD $90,000 – $100,000 per annum plus superannuation.
- Work location: In person at MedipaQ Pty Ltd, Ingleburn NSW 2565.
Note: Australian Citizens and Permanent Residents are encouraged to apply, and preference will be given to suitably qualified Australian Citizens and Permanent Residents.
Pay: $90,000.00 – $110,000.00 per year
Work Location: In person
