At a Glance
- Tasks: Provide on-site and remote tech support, troubleshoot issues, and manage tickets.
- Company: Join Avalere Health, a dynamic company focused on innovation and customer service.
- Benefits: Enjoy flexible working, generous leave, health insurance, and professional development opportunities.
- Other info: Be part of a culture that values adaptability and continuous improvement.
- Why this job: Make a real impact by helping colleagues solve tech challenges in a supportive environment.
- Qualifications: 2 years of tech support experience and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 € per year.
About the Role (On-site in our London Office)
The IT Support Technician role will provide on‑site and remote technical support to our employees at Avalere Health. The ideal candidate has a strong desire to provide excellent customer service and will demonstrate an eagerness to learn and thrive in an evolving technical landscape. The role is primarily focused on providing technical support, with an emphasis on effectively managing employee expectations throughout the diagnosis, troubleshooting, and resolution of technical issues. The ideal candidate must be adaptable to a dynamic, ever‑changing environment and demonstrate a positive, can‑do attitude. They must be detail‑oriented and a proactive communicator who takes initiative in driving solutions.
What You’ll Do
- Daily monitoring of assigned tickets and the incident management ticket queue
- Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
- Work to defined SLA and KPI metrics for service management
- Accurate recording of applied time against tickets
- Procurement, provisioning, and support of IT hardware including printers and mobile devices
- Procurement, provisioning, and support of IT software and services
- Implement file and/or folder permissions changes
- End‑User web filtering and email security support
- Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
- Update and continuously improve knowledge base documentation to ensure accuracy, clarity, and usability
- Adhere to asset management processes to ensure accurate recording of company resources from receipt to disposal
- Adhere to existing defined processes, while having the autonomy to suggest process improvements where identified and approved
- Escalate major incidents and problems to the escalation team
- Support business acquisitions and system integrations from an IT perspective
- Provide IT configuration and implementation project support
- Proactively suggest and deliver process improvements and fixes
- Document processes and maintain system’s administration and end‑user guides
- Manage IT security and policy governance in line with ISO‑27001 adherence
- Assist in other areas of the IT department as and when required
About You
- 2 years of technical support experience
- Associate’s degree or equivalent industry certifications required
- Strong analytical and problem‑solving skills with a methodical approach to troubleshooting
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users
- Ability to manage multiple priorities and work effectively under pressure
- A customer‑focused mindset with a commitment to delivering a high standard of service
- Ability to work both independently and collaboratively as part of a team
What We Can Offer
You’ll receive up to a 7% pension contribution, life insurance, income protection and private medical insurance for peace of mind. Enjoy flexible working arrangements, including flexible hybrid working, along with the option to work from anywhere across the globe two weeks each year. We provide 25 days of annual leave plus two personal well‑being days, along with gifted end‑of‑year holidays and an early summer Friday finish in June, July, and August. Access free counselling through our employee assistance program, as well as personalised health support. Enhanced maternity, paternity, family leave and fertility policies provide support across every stage of your family‑planning journey, as well as on‑demand support from our partner Peppy. You can also benefit from continuous opportunities to professionally develop with on‑demand training, support and global mobility opportunities across the business.
Disability Confident Scheme
We take pride in being part of the Disability Confident Scheme. This helps ensure you can be interviewed fairly if you have a disability, long‑term health condition, or are neurodiverse. If you’d like to apply and need adjustments made, let us know in your application.
Candidate Privacy Notice
We encourage all applicants to read our candidate privacy notice before applying to Avalere Health.
IT Support Technician employer: Avalere Health
Avalere Health is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package including flexible working arrangements, generous leave policies, and robust health support. Our vibrant London office fosters a collaborative work culture where IT Support Technicians can thrive in a dynamic environment, continuously enhancing their skills while contributing to meaningful solutions for our team. Join us to be part of a supportive community that values innovation and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Technician
✨Tip Number 1
Get your tech skills sharp! Brush up on your troubleshooting techniques and be ready to showcase your problem-solving abilities during interviews. We want to see how you tackle real-world issues, so think of examples from your past experience.
✨Tip Number 2
Show off your customer service skills! Remember, this role is all about helping others. Be prepared to discuss how you've managed expectations and communicated effectively with non-technical users in previous roles.
✨Tip Number 3
Be adaptable! The IT landscape is always changing, so demonstrate your eagerness to learn and grow. Share any experiences where you’ve had to quickly adapt to new technologies or processes.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Don’t miss out on this opportunity!
We think you need these skills to ace IT Support Technician
Some tips for your application 🫡
Show Your Customer Service Skills:In your application, make sure to highlight any experience you have in providing excellent customer service. We want to see how you've gone above and beyond to help others, especially in a tech support role!
Be Detail-Oriented:When filling out your application, pay attention to the details! Make sure your responses are clear and concise, and double-check for any typos or errors. We love candidates who take pride in their work.
Demonstrate Your Problem-Solving Skills:Use your application to showcase your analytical and problem-solving abilities. Share specific examples of how you've tackled technical issues in the past, as this will resonate with us at StudySmarter.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Avalere Health
✨Know Your Tech Inside Out
Make sure you brush up on the technical skills listed in the job description. Be ready to discuss your experience with troubleshooting, ticket management, and any specific software or hardware mentioned. This shows you're not just familiar but confident in your abilities.
✨Show Off Your Customer Service Skills
Since this role emphasises excellent customer service, prepare examples of how you've successfully managed user expectations in the past. Think about times when you turned a frustrated user into a satisfied one – those stories will resonate well!
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to IT support. Practice articulating your thought process for diagnosing and resolving issues. This will demonstrate your analytical skills and methodical approach to problem-solving.
✨Demonstrate Your Adaptability
The job requires someone who can thrive in a dynamic environment. Share experiences where you've had to adapt quickly to changes or learn new technologies on the fly. Highlighting your proactive attitude will show you're a great fit for their evolving landscape.
