Job Specifications
About Avalere Health
United by one profound purpose: to reach EVERY PATIENT POSSIBLE. At Avalere Health, we ensure every patient is identified, treated, supported, and cared for. Equally. Our Advisory, Medical, and Marketing teams come together - powerfully and intentionally - to forge unconventional connections, building a future where healthcare is not a barrier and no patient is left behind.
Achieving our mission starts with providing enriching, purpose-driven careers for our team that empower them to make a tangible impact on patient lives. We are committed to creating a culture where our employees are empowered to bring their whole selves to work and tap into the power of diverse backgrounds and skillsets to play a part in making a difference for every patient, everywhere.
Our flexible approach to working allows our global teams to decide where they want to work, whether in-office or at home based on team and client need. Major city hubs in London, Manchester, Washington, D.C., and New York, and smaller offices globally, serve as collaboration hubs allowing our teams to come together when it matters. Homeworkers are equally supported, with dedicated social opportunities and resources.
Our inclusive culture is at the heart of everything we do. We proudly support our employees in bringing their whole selves to work with our six Employee Network Groups - Diverse Ability, Family, Gender, LGBTQ+, Mental Health, and Race/Ethnicity. These groups provide opportunities to promote diversity, equity, and inclusion and to connect, learn, and socialise through regular meetings and programs of activity. We are an accredited Fertility Friendly employer with our Fertility Policy, enhanced parental leave, and culture of flexibility ensuring every employee feels supported across their family planning journey and can work in a way that suits their family's needs.
We are deeply invested in supporting professional growth for our employees through day-to-day career experiences, access to thousands of on-demand training sessions, regular career conversations, and the opportunity for global, cross-capability career moves.
We take pride in being part of the Disability Confident Scheme. This helps make sure 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, you can let us know in your application.
About The Role
We are looking for a Manchester-based IT Support Technician to join on a fixed term contract until the end of 2025 .
The IT Support Technician will provide onsite and remote technical support to Avalere Health employees. 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 will be primarily employee technical support, focusing on managing the employee's expectation during the diagnosis, troubleshooting, and resolution of their technical issues.
This person must be able to work in an ever-changing environment and must have a positive, can-do attitude. The support technician must be detail-oriented and a proactive communicator who is motivated to take the lead on solving problems.
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
Accurate recording of applied time against tickets
Procurement, provisioning, and support of IT hardware including laptops, 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 improve knowledgebase documentation as appropriate
Adhere to asset management processes to ensure accurate recording of company resources from receipt to disposal
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
Associates degree or equivalent industry certifications required
2 years of technical support experience
Knowledge of core IT systems, including Windows OS, OSX, iOS, Active Directory, Azure AD and Endpoint, Exchange, Office 365, and Microsoft Defender
Strong multi-tasking and problem-solving skills, strong writing skills
The ability to clearly explain technical processes
Knowledge of ITIL defined vocabulary
What We Can Offe
About the Company
United by one profound purpose: to reach EVERY PATIENT POSSIBLE. At Avalere Health, we ensure every patient is identified, treated, supported, and cared for. Equally. Our Advisory, Medical, and Marketing teams come together - powerfully and intentionally - to forge unconventional connections, building a future where healthcare is not a barrier and no patient is left behind. Avalere Health is a global strategic partner, perfectly formed to solve the biggest challenges in health - at pace and at scale. We are united across the...
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