At a Glance
- Tasks: Provide on-site and remote tech support, troubleshoot issues, and manage IT tickets.
- Company: Join Avalere Health, a dynamic company focused on innovation and employee support.
- Benefits: Enjoy flexible working, generous leave, health insurance, and a strong pension contribution.
- Other info: Opportunities for professional development and global mobility await you!
- Why this job: Make a real difference by helping colleagues with 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 onsite and remote technical support to our employees at Avalere Health. The qualified candidate possesses 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, but with the autonomy to suggest process improvements where identified and approved
- Escalation of major incidents and problems to the escalation team
- Support business acquisitions and systems integrations from an IT perspective
- 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
- 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 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 personalized 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.
IT Support Technician employer: Somi AI
Avalere Health is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture in the heart of London. With flexible working arrangements, generous leave policies, and comprehensive benefits including a robust pension scheme and health support, employees are empowered to thrive both personally and professionally. The dynamic environment fosters continuous learning and innovation, making it an ideal place for IT Support Technicians eager to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Technician
✨Tip Number 1
Network like a pro! Reach out to current employees at Avalere Health on LinkedIn or through mutual connections. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common IT support scenarios. Think about how you'd handle tricky tech issues and customer interactions. We want you to show off that problem-solving prowess and customer-focused mindset!
✨Tip Number 3
Don’t forget to showcase your adaptability! During interviews, share examples of how you've thrived in changing environments. This will highlight your ability to manage multiple priorities and work effectively under pressure.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining our team at Avalere Health. Let’s get you that IT Support Technician role!
We think you need these skills to ace IT Support Technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Technician role. Highlight your technical support experience and any relevant certifications. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills:Since you'll be explaining tech stuff to non-techies, it's crucial to showcase your communication skills in your application. Use clear language and examples that demonstrate your ability to simplify complex concepts.
Be Detail-Oriented:Pay attention to the details in your application. Double-check for typos and ensure all information is accurate. A well-organised application reflects the detail-oriented mindset we value at StudySmarter.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Somi AI
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge before the interview. Familiarise yourself with common IT support issues, troubleshooting techniques, and the specific technologies mentioned in the job description. This will help you demonstrate your expertise and confidence during the interview.
✨Show Off Your Customer Service Skills
Since this role emphasises excellent customer service, prepare examples of how you've successfully handled difficult situations or provided exceptional support in the past. Think about times when you went above and beyond to meet a user's needs, as this will highlight your customer-focused mindset.
✨Be Ready to Discuss Process Improvements
The company values proactive suggestions for process improvements. Come prepared with ideas on how you could enhance existing processes or solve common issues. This shows that you're not just a problem-solver but also someone who thinks critically about efficiency and effectiveness.
✨Practice Clear Communication
As you'll need to explain technical concepts to non-technical users, practice articulating complex ideas in simple terms. You might even want to do a mock interview with a friend to refine your communication skills. This will help you convey your thoughts clearly and effectively during the actual interview.
