IT Support Technician

The IT Support Technician role at Avalere Health provides onsite and remote technical support to employees, focusing on troubleshooting, managing IT hardware and software, and improving IT processes. The role requires a customer-focused individual with technical support experience and strong communication skills.

Location: London, United Kingdom

Responsibilities

• Daily monitoring of assigned tickets and incident management
• Ownership of tickets during incident lifecycle
• Work to SLA and KPI metrics
• Record keeping of time spent on tickets
• Procurement and support of IT hardware and software
• Implementing file and folder permissions
• Web filtering and email security support
• Vendor coordination for repairs/support
• Updating knowledge base documentation
• Asset management from receipt to disposal
• Supporting IT configuration and system projects
• Suggesting process improvements
• Documenting processes and guides
• IT security and policy governance
• Supporting other IT department areas

Requirements

• 2 years of technical support experience
• Associates degree or equivalent certifications
• Strong analytical and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to manage multiple priorities under pressure
• Customer-focused mindset
• Ability to work independently and collaboratively

Benefits

• Up to 7% pension contribution
• Life insurance, income protection, private medical insurance
• Flexible hybrid working and global work-from-anywhere option
• 25 days annual leave plus 2 personal well-being days
• End-of-year holidays and early summer Friday finishes
• Free counselling and personalized health support
• Enhanced family leave and fertility policies
• Opportunities for professional development and global mobility