At a Glance
- Tasks: Resolve complex IT issues and mentor a dynamic support team.
- Company: Join Pharmaron, a global leader in life sciences support.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Other info: Exciting opportunities for cross-site collaboration and professional development.
- Why this job: Make a real impact in tech while supporting innovative projects.
- Qualifications: Degree in IT or Computer Science and 4+ years of experience.
The predicted salary is between 35000 - 45000 € per year.
Pharmaron is a global CRO that supports the life sciences industry across the US, UK, and China.
The IT Support Specialist will act as the highest‑level technical resource within the Service Desk team, managing complex issues, leading mentoring, and contributing to audits, problem management, and service improvement initiatives.
Key Roles and Responsibilities
- Resolve high‑priority and complex support cases.
- Resolve Level 1 and Level 2 incidents and service requests independently.
- Classify, prioritise, and triage support tickets.
- Coordinate with remote teams and escalate to infrastructure or application support when required.
- Review and improve internal documentation and Knowledge Base content.
- Lead the resolution of problem tickets and support project delivery.
- Mentor Analysts and Technicians in technical procedures and knowledge sharing.
- Drive documentation accuracy and ensure audit‑readiness.
- Contribute to DR testing, security awareness, and ISO/ITIL audit preparation.
- Represent the Service Desk in cross‑team technical meetings.
- Maintain Level 1 and 2 support capabilities when operational gaps occur.
- Support project work involving Office 365 migrations, infrastructure changes, vendor engagements, and new application rollouts.
- Actively involve cross‑site collaboration.
- Contribute to the development and execution of the IT Service Desk roadmap.
Requirements
Essential
- Degree or vocational qualification in IT or Computer Science (or equivalent experience)
- ITIL 4 Foundation
- 4+ years in a senior Service Desk or IT support capacity
- Experience leading or mentoring within technical teams
- High level experience with computer hardware systems and Windows operating systems
Desirable
- Microsoft Endpoint Administrator (MD‑102)
- Azure Fundamentals
- Microsoft Security Foundation or CompTIA Security+
- Proven ability to operate scientific systems and website development programmes
- Software development and/or database design experience
- Microsoft Windows Server Administration
IT Support Specialist employer: Pharmaron
Pharmaron is an exceptional employer, offering a dynamic work environment in Hoddesdon where IT Support Specialists can thrive. With a strong focus on employee growth, mentorship opportunities, and a commitment to service improvement, Pharmaron fosters a collaborative culture that empowers its team members to excel in their roles. The company's global presence in the life sciences sector ensures that employees are part of meaningful projects that contribute to advancements in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your IT projects, certifications, and any relevant experience. This gives potential employers a tangible look at what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common IT support scenarios. Think about how you'd handle complex issues or mentor a junior team member. We want to see your problem-solving skills in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Support Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Specialist role. Highlight your experience with complex support cases and any mentoring you've done. We want to see how your skills match what we're looking for!
Show Off Your IT Knowledge:In your application, don’t shy away from showcasing your IT knowledge. Mention your familiarity with Windows operating systems and any relevant certifications like ITIL 4. This will help us see you as a strong candidate right off the bat.
Be Clear and Concise:When writing your cover letter, keep it clear and concise. We appreciate straightforward communication, so get to the point about why you're the perfect fit for our team. Remember, we’re looking for someone who can resolve issues efficiently!
Apply Through Our Website:Finally, make sure to apply 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 to do!
How to prepare for a job interview at Pharmaron
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows operating systems and hardware systems. Be ready to discuss specific issues you've resolved in the past and how you approached them.
✨Show Off Your Mentoring Skills
Since mentoring is a key part of this role, think of examples where you've helped others grow in their technical abilities. Prepare to share how you’ve led teams or supported colleagues in overcoming challenges.
✨Familiarise Yourself with ITIL Practices
As ITIL 4 Foundation knowledge is essential, be prepared to discuss how you've applied ITIL principles in your previous roles. Think about specific instances where you improved service delivery or managed incidents effectively.
✨Prepare for Cross-Team Collaboration
This role involves working with various teams, so be ready to talk about your experience in cross-site collaboration. Have examples ready that showcase your communication skills and how you’ve successfully coordinated with remote teams.
