IT Support Technician, Avalere Health
3 Month FTC
Global healthcare communications agency
Be an early applicant
Global healthcare communications agency
1001+ employees
Be an early applicant
1001+ employees
Company mission
To imagine new possibilities for a healthier world and create the connections that make better health happen.
Role
Who you are
- 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
- 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
- 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 the job involves
- 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 role will be primarily employee technical support, focusing on managing the employee’s expectation during the diagnosis, troubleshooting, and resolution of their technical issues
- 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
Our take
Avalere Health, founded in 2001 and formerly known as Fishawack, has built a strong reputation as a leading provider of cross-border strategy consultation, communications, and marketing expertise for companies in the biopharmaceutical, medical technology, and wellness industries.
Though the company doesn’t make its exact customer list public knowledge, it does claim to serve all of the top 20 pharmaceutical companies in the world, as well as a number of breakout biotech and medtech enterprises. In the over two decades since its founding, it has acquired and merged 19 healthcare firms worldwide - including Avalere Health from which it takes its new name.
Given that it’s grown from one location in the UK to encompass teams across the US, Europe, and Asia, the company appears to operate from a position of serious strength in this trillion-dollar space. Recently, it seems Avalere has focussed on building out its leadership team as it embraces its new branding and manifesto.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- The tools, skills, and support you need to think differently and to solve healthcare’s most complex challenges
- Career Experience team, whose mission is to provide every employee with a purpose-driven career
- Personalized learning and training
- Hubs across North America, Europe, and Asia, geared toward collaborating, training, socializing, and coming together as a global organization
- Flexible working practices
- Company pension/retirement plan
- Private medical insurance
- Employee wellbeing initiatives
- Compelling time-off policy
Company HQ
Knutsford, UK
Leadership
Jon Koch
(CEO)Was hired as CEO in 2021 after spending three years as SVP and CEO of the Global Dental Group at Henry Schein. Prior to this they spent more than 11 years in General Management, VP, and Group President roles at pharmaceuticals company Covance (now Labcorp Drug Development).
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