Technical Support Analyst

Ethypharm; Greater London; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Holiday entitlement 25 days (30 with/‑

Holiday Buy/Sell option

3% discretionary bonus

Bravo Benefits platform

Salary sacrifice for EVs

Private healthcare

Pension scheme

Job summary

Ethypharm is seeking a Technical Support Analyst to ensure efficient IT and telephony operations across UK sites, including Romford and occasional travel to Brentwood and High Wycombe.

The role covers configuring, deploying, and maintaining infrastructure, resolving OS/app issues, and liaising with internal teams while supporting external partners. A right-to-work in the UK is required.

Qualifications

• Experience in second-line IT support.
• Hands-on experience with Microsoft 365 (Entra ID, Exchange Online, Teams).
• Ability to explain technical issues clearly and take ownership to resolution.

Responsibilities

• Configure, deploy, maintain and troubleshoot IT infrastructure across UK sites.
• Troubleshoot end-user applications and operating systems.
• Liaise with internal IT teams to resolve incidents.
• Provide support to external third parties as required.
• Maintain ITSM ticket management and update status.
• Contribute to proactive infrastructure improvements and IT projects.
• Communicate progress clearly to users to close incidents.

Skills

Second-line IT support

Problem solving

Communication

Ownership & accountability

Education

Relevant IT qualification or certification

Tools

Microsoft 365 suite

Entra ID

Exchange Online

Teams administration

VPN/Remote support tools

Job description

Technical Support Analyst

Location: Romford, however there may be requirements to travel to our Brentwood site, and Jupiter House site based in High Wycombe

Contract Type: Full-time, permanent

Working Hours: Monday - Friday, 8:30am - 5:00pm

Right to work: Please note that Ethypharm is unable to provide sponsorship for this role. Applicants must already have the right to work in the UK.

What you will do

The Technical Support Analyst will ensure efficient and effective operation of all IT and telephony related hardware, software, and infrastructure across all UK sites.

• Level 2 infrastructure support: Configure, deploy, maintain, troubleshoot, and support key IT infrastructure including computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.


• Diagnose and resolve issues with end user applications and operating systems.


• Liaise with Ethypharm internal IT teams to troubleshoot and resolve incidents.


• Provide support to external third parties, as required.


• Ensure good ticket management, keeping the ITSM tool up to date.


• Continuous improvement - proactive management of infrastructure to reduce support calls.


• Contribute to projects to update and improve IT services, as well as launch of new services and technology.


• Maintain clear, concise, and unambiguous communication with all users on progress and actions required to close Incidents and Service Requests.

About you

You’ll have experience working in second-line IT support and be comfortable dealing with a range of day-to-day technical issues. You’ll also have hands-on experience with Microsoft 365, including Entra ID, Exchange Online and Teams administration. You’ll be approachable, well organised and able to explain technical issues clearly, while taking ownership of problems through to resolution.

Basic skills and qualifications

• Relevant IT qualification, industry-recognised certification or equivalent demonstrable experience.


• 3 years plus experience diagnosing and resolving hardware, software, operating system, and application issues in Windows desktop and laptop environments, Microsoft 365, network connectivity issues, including VPN, and mobile devices, and user access.


• Strong understanding of Windows desktop and laptop operating systems (Windows 11).


• Experience providing remote and on-site technical support to end users

What we offer you

• Holiday - 25 days rising to 30 with length of service plus bank holidays


• Holiday Buy/Sell - an opportunity to buy or sell up to an additional 5 days' holiday


• 3% Bonus - In addition to our competitive salaries, all our employees are entitled to join a discretionary bonus scheme (based on policy eligibility)


• Bravo Benefits Platform - offering a variety of discounts across well-being and lifestyle


• Salary Sacrifice scheme for Electric vehicles with Tusker (dependent on meeting policy eligibility)


• Private Healthcare for yourself and your family (if applicable) with an additional Medicash health cash plan


• Pension Scheme

About us

Ethypharm is a leading mid-sized international pharmaceutical company, with strong European roots, that manufactures and provides essential medicines, with a focus on hospital care, central nervous system (severe pain and addiction) and internal medicine.

Ethypharm has 1,700 employees dedicated to its various pharmaceutical activities, of which 1400 are in industrial operations. Our six production sites located in France, the UK, Spain, and China have expertise in injectables and complex oral solid forms.

At Ethypharm, you will be a part of a team dedicated and committed to improving patients' lives.

Our Romford facility located 20 miles from the centre of London, consists of over 6700 square metres of a high-quality, modern pharmaceutical facility where we mix, fill, sterilise, inspect, pack, and label a wide range of medicines.

Why Ethypharm

We provide a workplace which is one of collaboration, teamwork and innovation. We are all different and we embrace this uniqueness in each and every one of our employees. Our commitment to you is that we want to help you unleash your full potential by supporting your training and development. We want you to be the best that you can be.

At Ethypharm we recognise the value of diversity in the workplace and provide equal opportunities for all. We are always open to discussing flexible working arrangements where this meets with the needs of our business.