IT Support Technician

Pharmaron; Hoddesdon; On-site; GBP 23,000 - 30,000; Full time

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.

Skills

Customer service

Troubleshooting

Communication

Teamwork

End-user support

Windows OS

Education

GCSEs or equivalent

MS-900

CompTIA A+

Degree or vocational IT/CS

Tools

Office 365

ITSM system

Remote support tools

Windows 10/11

Job description

Pharmaron is a global CRO helping pharma and biotech companies bring new therapies to life. With over 25,000 employees worldwide across 23 locations in the US, UK and China, we support drug discovery through to manufacturing with fully integrated, high-quality services.

We’re proud of the impact we make and just last year, we supported over 780 discovery projects, 1,000+ CMC programmes, and 1,000+ clinical trials across all phases. Our teams are involved in everything from small molecules to biologics and gene therapies, and we work with more than 3,000 global customers. To learn more, visit www.pharmaron.com.

About the Role

We have a new opening for an IT Support Technician in Hoddesdon 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.

At Pharmaron we offer:

Vibrant and dynamic employment – we are a highly specialised, growth company operating in a critical sector of the economy – our future is strong and exciting!

Opportunities to develop your skills and yourself – our rapid growth brings greater opportunities for you to learn and grow faster!

A great team where we all support each other – enjoy your work – after all you spend about a third of your time here!

Key Roles and Responsibilities:

• Resolve Level 1 and Level 2 support incidents, escalating to specialist teams when needed.
• Provide on-site and remote support across hardware, software, printers, and peripherals.
• Log, classify, prioritise, and manage support tickets in the ITSM system with accuracy.
• Collaborate with central Service Desk and remote teams to deliver consistent, high-quality support.
• Assist with IT projects, including Office 365, application rollouts, infrastructure upgrades, and vendor-driven changes.
• Perform daily checks on shared IT equipment and maintain a well-organised IT storeroom.
• Contribute to improving IT documentation and Knowledge Base articles.
• Support Level 1 duties as needed and take on Level 2 tasks during absences or when requested.
• Travel to other Pharmaron sites when required to support local IT operations.
• Provide occasional out-of-hours support for planned maintenance or project work.
• Participate in team meetings, training, and continuous development opportunities.

Requirements:

• GCSEs or equivalent, with further education in IT or technical subjects.
• 1–2 years’ experience in a Service Desk or entry‑level IT support role.
• Strong understanding of how a Service Desk operates, including ticket handling, prioritisation, and escalation.
• Excellent customer service skills with a positive, professional approach.
• Good working knowledge of computer hardware, Windows operating systems, and basic network administration.
• Proven troubleshooting ability and experience supporting end users.
• Strong communication skills and a desire to succeed as part of a high-performing team.
• Understanding of Microsoft Windows core technologies.
• Microsoft Certified: Fundamentals (MS‑900).
• CompTIA A+ or similar technical certification.
• Degree or vocational qualification in IT, Computer Science, or equivalent experience.
• Experience with scientific systems or specialist laboratory software.
• Exposure to software development, website technologies, or basic database design.
• Working knowledge of Windows 10/11 and Office 365.
• Basic understanding of ITIL/ISO service principles.

Why Pharmaron?

Collaborative Culture: Thrive in our inclusive and collaborative environment, where teamwork and innovation go hand in hand. Here, your voice matters, and your contributions make a real impact. "Employees Number One" and "Clients Centered" are the core cultural values at Pharmaron. Our culture, which sets Pharmaron apart from other organizations, has evolved from our deep commitment to our employees, partners and collaborators.

How to Apply:

Ready to seize this incredible opportunity? Join us at Pharmaron and be part of a dynamic team driving innovation and excellence in biopharmaceutical research and development. Apply online today!

Pharmaron is a premier R&D service company supporting the life sciences industry. Founded in 2004, Pharmaron has invested in its people and facilities having established diverse drug R&D service capabilities, ranging from synthetic, medicinal, and analytical chemistry, biology, DMPK, pharmacology, drug safety assessment, radiochemistry and isotopically labelled metabolism, chemical & pharmaceutical development to clinical development. With operations in China, US and UK staffed by over 19,000 employees, Pharmaron has an excellent track record in the delivery of R&D solutions to its partners in North America, Europe, Japan, and China.