At a Glance
- Tasks: Provide on-site and remote tech support to employees, managing issues from start to finish.
- Company: Join Avalere Health, a dynamic company focused on innovation and customer service.
- Benefits: Enjoy flexible working, generous leave, health insurance, and a solid pension contribution.
- Other info: Great opportunities for professional development and a supportive work environment.
- Why this job: Make a real difference by solving tech problems and enhancing employee experiences.
- 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 in London 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 private medical insurance and enhanced family leave, employees are empowered to thrive both personally and professionally. The company fosters a collaborative environment where IT Support Technicians can continuously develop their skills and contribute to meaningful solutions in a dynamic technical landscape.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Technician in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, attend meetups, and join online forums. The more people you know, the better your chances of landing that IT Support Technician role.
✨Tip Number 2
Prepare for those interviews! Research common technical support questions and practice your responses. Show off your problem-solving skills and customer service mindset – they’re key for this role!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are eager to join us. It shows initiative and gives you a better chance to stand out in the crowd.
We think you need these skills to ace IT Support Technician in London
Some tips for your application 🫡
Show Your Passion for Tech Support:When writing your application, let us see your enthusiasm for IT support! Share specific examples of how you've helped others with tech issues and how you thrive in a fast-paced environment. We love candidates who are eager to learn and grow!
Tailor Your Application:Make sure to customise your CV and cover letter to highlight the skills and experiences that match our job description. Use keywords from the role, like 'customer-focused mindset' and 'problem-solving skills', to show us you're the perfect fit!
Be Clear and Concise:We appreciate straightforward communication, so keep your application clear and to the point. Avoid jargon unless it’s relevant, and make sure your writing is easy to understand. Remember, we want to see how well you can explain technical concepts!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at Somi AI
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to IT support. Familiarise yourself with common troubleshooting techniques, hardware and software issues, and the tools you'll be using. Being able to discuss specific examples from your past experience will show that you're not just knowledgeable but also practical.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, prepare to share 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 and be ready to explain your approach.
✨Demonstrate Your Problem-Solving Mindset
During the interview, be prepared to tackle some hypothetical scenarios or technical problems. Use a methodical approach to explain how you would diagnose and resolve issues. This will highlight your analytical skills and your ability to think on your feet.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of challenges they face, or how they measure success in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
