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Ict Support Engineer

Private Company - Sydney, NSW

Source: uWorkin



The available position for an ICT Support Engineer is the Support Centre’s primary resource for the investigation, management, and resolution of application software issues that may include, but are not limited to SCC software application suite, SoftLab, SoftMic, SoftGenetics Suite, Security and other products or features related to the support of the Laboratory Information Systems.

  • This position is responsible for timely updates and aiding in resolution along with escalation of reported application issues, as well as assisting to ensure critical uptime is maintained in a clinical and time sensitive environment. 
  • Performing preliminary issue evaluation to help identify the cause of a reported problem which include but not limited to troubleshooting, diagnosing, testing and resolving system problems and issues
  • Documenting all actions taken during the problem resolution process Developing solutions to reported problems and contributing to the development of support procedures for the enhancing the support of the application
  • Collaborating with other support team members and SCC staff as directed to deliver timely and satisfactory resolutions to reported problems
  • Providing timely follow-ups (status updates) to the client during the problem resolution process
  • Able to triage issues on the phone and directly with the client onsite and escalate as appropriate
  • Participates in corporate client service and technical training programs as assigned


A degree or diploma in a Healthcare/Clinical related field (Biology, Microbiology, Biomedical Sciences, etc.) or Computer Science/IT related. Bachelor of Science Degree in Medical Technology, or certification in a clinical Pathology related field is highly desirable.


Experience in a clinical laboratory field as a Medical Technologist is required or two years of SCC Soft Computer application set. Previous experience in a service related field and related computer position is also required. Previous experience in the usage, file building, and troubleshooting of a laboratory information system (LIS) pertaining to main Laboratory applications (preferably SCC systems) is highly desirable. Experience with a ticking system for job management.

Key qualities of the candidates should include:

  • A professional phone manner with a strong focus on customer service
  • A desire to assists and make their request for support an enjoyable one
  • Effective and efficient when working independently
  • A strong desire and motivation for self-development and career progression
  • Proven academic ability in the IT industry
  • Well organised with great time management skills
  • Excellent written and verbal communication skills
  • Patience with dealing with novice users