Global IT Support Technician – Grow in Biotech IT

Pharmaron

Hoddesdon

On-site

GBP 23,000 - 30,000

Full time

14 days+

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Job summary

Pharmaron in Hoddesdon is seeking an IT Support Technician to provide advanced technical support and incident management, acting as a bridge between Level 1 and escalation teams. This role includes ticket ownership, proactive maintenance, documentation, and mentoring of junior team members.

You will log and classify tickets in the ITSM system, collaborate with central Service Desk and remote teams, assist with Office 365 deployments and infrastructure upgrades, and travel to other Pharmaron

Qualifications

1–2 years’ experience in a Service Desk or entry-level IT support role.
Strong understanding of service desk operations, ticket handling, prioritisation and escalation.
Excellent customer service with a positive, professional approach.
Good knowledge of computer hardware, Windows operating systems, and basic network administration.
Microsoft MS-900 and CompTIA A+ or equivalent certifications.

Responsibilities

Resolve Level 1 and 2 incidents and escalate as needed.
Provide on-site and remote support for hardware, software, printers, and peripherals.
Log, classify, prioritise and manage tickets in the ITSM system.
Collaborate with central Service Desk and remote teams for consistent support.
Assist with IT projects including Office 365, infrastructure upgrades.
Perform daily checks on shared IT equipment and maintain an organised storeroom.
Travel to other Pharmaron sites as required and provide occasional out-of-hours support.