Job Description
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 (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
- Associates 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.
We encourage all applicants to read our candidate privacy noticebefore applying to Avalere Health.
We may use AI tools to support elements of the hiring process, such as reviewing applications, analyzing CV/resumes, assessing responses, or transcribing interviews. These tools assist our Talent team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please review our candidate privacy policy.
