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Technical Support Specialist
Our in-house Technology and Data Security team delivers critical support to Amiculum’s global business, maintaining our infrastructure and serving over 300 colleagues worldwide. We’re seeking a proactive and user-focused IT Support Professional who resolutely improves the user experience while resolving technical challenges effectively.
The Role
This position is built around proactive IT support, blending reactive ticket resolution with a focus on preventing issues, diagnosing root causes, and improving processes and documentation. The successful candidate will take full ownership of ongoing enhancements—ensuring system reliability and a seamless user experience.
The role requires a commitment to working from our Manchester city centre office for at least 2 days per week, with flexible hours to accommodate global support.
Key Responsibilities
- Provide first- and second-line IT support, serving as a key point of contact for resolving technical issues across the business.
- Maintain the IT ServiceDesk, log, prioritised, track, and close requests for colleagues in all locations under Service Level Agreements (SLAs)—ensuring timely resolution, updates, and meaningful communication.
- Diagnose and resolve hardware, software, and system issues, escalating complex incidents where necessary.
- Manage daily IT hardware and meeting room technology support, ensuring consistency and ease of use.
- Deliver new-starter onboarding, including full system setups, IT inductions, and administrative equipment setup.
- Train colleagues on best practices, escalating support, and complex IT issues to foster confidence and reduce dependency on helpdesk queries.
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What You’ll Need
- At least 2 years’ experience in an IT Service Desk role (first and second line, preferably with exposure to higher-level problems).
- Deep technical expertise in Windows and Microsoft 365 environments, including:
- Active Directory administration.
- Patch management.
- Strong ability to troubleshoot issues with a logical, hands-on, and solution-focused approach.
- Proactive mindset to identify recurring problems, anticipate needs, and prevent reoccurring incidents through training, communication, and systemic improvements.
- Clear and confident communication across all colleague levels, including incident updates and driving a positive IT self-service culture.
- Experience creating simple, user-friendly guides and training materials for effective IT adoption.
- Willingness to drive improvements—suggesting advancements, refining processes, and taking accountability for service quality.
- Flexible availability to accommodate global time zones and workload demands.
- Ability to work collaboratively in teams as well as autonomously.
Why Amiculum?
We value flexibility, inclusivity, and creativity—fostering an environment where colleagues feel empowered to innovate.
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In return, we offer:
- Remote/hybrid working as standard.
- Full career growth opportunities through continuous learning and development programs.
- Annual bonus schemes.
- 25 days’ paid leave + public holidays, plus festive shutdown between Christmas and New Year.
- Generous family leave and pay policies.
- Market-leading pension benefits and private health insurance.
- Life and income protection insurance.
Next Steps
- Location requirement: Applicants must be based in the UK with the right to work here.
- Application: Submit a CV + covering letter highlighting your relevant experience and why your skills align with the role.
Our recruitment process centres on finding a mutual fit—technical skills matter, but so does cultural alignment. While AI tools can supplement preparation, your application must retain authenticity. We seek candidates who stand out for their own voice, not just summative AI insights.
We are committed to diversity and inclusion and will make reasonable adjustments during recruitment. If you require any accommodations or need additional assistance, get in touch with our careers team—we’re happy to help.
About us: Amiculum is an independent global consultancy delivering communications and consulting services to pharma, biotech, and health tech industries. For more details, visit our website or connect with our careers team.
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