IT Support Engineer - 1st Line

As a first line IT support engineer at Avania, you will play a key role in delivering responsive, customer-focused IT support to colleagues around the globe while building the foundations for a future career in IT operations and second line support. You will work closely with more senior engineers to handle day-to-day user issues, with a strong focus on communication, ownership of tickets, and clear, timely updates to end users. This role is an entry point into our internal IT function, suitable for individuals with strong drive, reliability, and willingness to learn, whether you are early in your IT career or retraining from another field. You will work within our service desk and ticketing tools to log, triage, and resolve incidents, requests, and access issues, escalating appropriately to second line and senior engineers while following agreed SLAs and KPIs. This position offers a unique opportunity to grow within Avania by gaining hands-on experience across regions in a supportive, training-focused environment, building a clear path toward roles such as second line support engineer.

What you'll be doing

• Serve as the first point of contact for IT issues, providing day-to-day end-user support and acting as a key coordination point for incoming tickets across global regions

• Monitor, triage, and update tickets in the Service Desk system, ensuring clear documentation of issues, actions taken, and timely escalation to second line or senior engineers when needed

• Maintain accurate records of user assets and access (e.g., laptops, accounts, licenses), working closely with suppliers to support device ordering, configuration, and delivery directly to users

• Support routine service reporting by keeping ticket data up to date and helping the team track performance against SLAs and KPIs such as response and resolution times

• Assist with small project and improvement activities alongside your day-to-day support work, for example user migrations, software roll-outs, or process enhancements as directed

• Liaise with colleagues in other regions (US and Australia) and external partners to ensure smooth "follow-the-sun" handover of tickets and continuity of support across time zones

• Communicate clearly and professionally with users at all levels, setting expectations, providing regular updates, and ensuring they feel informed and supported while their issues are being resolved

• Demonstrate growing proficiency with core IT tools and platforms used by Avania, building your technical skills over time while using standard MS Office applications and Service Desk tools in your daily work

• Contribute positively to a collaborative IT support team by being reliable, organized, eager to learn, and open to taking on additional responsibilities as you develop toward more senior support roles over time, We offer a dynamic and supportive work environment within a growing global IT function that underpins impactful clinical research projects. You will have the opportunity to work closely with colleagues across regions and time zones, playing a key role in the "follow-the-sun" IT support model that keeps our users productive and connected. Our flexible work arrangements include fully remote options across our European locations, with a preference for candidates based in the UK, and the possibility of working near an Avania office where available to benefit from occasional face-to-face interaction. We provide a clear and structured interview process, competitive compensation, and a defined development path from First Line Support Engineer toward more advanced second line and senior engineering roles. Join us to contribute to a responsive, customer-focused Service Desk, gain hands-on experience with a broad range of technologies, and grow your IT career in a company committed to developing new talent in technical support.

• Strong interest in IT support and customer service, with the motivation to grow toward a more senior second line support role over time.

• Excellent communication and interpersonal skills, with the ability to interact professionally with end users, IT colleagues, and other internal stakeholders, calmly guiding non-technical users through technical issues.

• High attention to detail and strong organizational skills to manage support tickets, document issues and resolutions, and track follow-up actions accurately.

• Comfort with day-to-day Service Desk tasks, including ticket triage, basic troubleshooting, escalating issues appropriately, and keeping users updated on progress.

• Tech-savvy and quick to learn new systems and tools, with general proficiency in standard office software (e.g., email, spreadsheets, word processing) and an interest in building knowledge across typical corporate IT environments (e.g., Windows, networks, devices).

• Proactive, curious mindset with a desire to deepen technical skills, understand root causes of recurring issues, and continually take on new responsibilities and project work when service demand is lower.

• Ability to work effectively in a remote or office-based setting, maintaining focus and discipline while supporting colleagues across multiple countries and time zones as part of a "follow the sun" support model.

• Reliable team player who thrives in a supportive, close-knit IT environment and contributes positively to team culture, even when working virtually.

• Strong time-management skills with the ability to prioritize tickets, handle multiple user requests, and meet agreed service levels in a dynamic, growing organization.

• Prior experience in an IT Service Desk, helpdesk, or similar technical support role is a plus but not required; candidates from diverse educational and professional backgrounds, including career changers, are encouraged to apply if they can demonstrate the core skills, discipline for remote work, and motivation described above.

What you'll need

• Strong interest in IT support and customer service, with the motivation to learn and grow toward more advanced second line responsibilities over time.

• Solid organizational skills with strong attention to detail, able to handle a steady flow of support tickets, track progress, and keep accurate records of issues and resolutions.

• Good communication skills, both written and verbal, with the ability to interact professionally and calmly with end users at all levels, explaining technical issues in clear, user-friendly language.

• Comfortable working with technology and willing to learn new systems and tools, including ticketing platforms, remote support tools, and standard collaboration software.

• Ability to prioritize and manage multiple tickets simultaneously, maintaining accuracy and a sense of urgency in a fast-paced, service-oriented environment governed by SLAs and KPIs.

• Proactive, problem-solving mindset with a willingness to take initiative, ask questions, and continuously build knowledge of Avania's IT environment, tools, and procedures.

• Flexibility to work effectively in a remote or office-based setting, depending on location, while staying closely connected with colleagues across different regions and time zones.

• Educational background in IT, computing, or a related field is beneficial; candidates with other degrees or relevant hands-on IT experience and transferable skills will also be considered.

• Openness to structured training, feedback, and mentoring, using the role as a development pathway within the IT support function.

• Collaborative team player who enjoys contributing to a supportive, close-knit environment and is eager to build a long-term career within Avania's global IT team.

Avania Clinical is a leading contract research organization (CRO) that offers exciting career opportunities for professionals in the clinical research industry. With a global footprint, a diverse range of therapeutic areas, and expertise in supporting medical device and MedTech solutions, Avania Clinical provides a dynamic and rewarding work environment that fosters growth, innovation, and collaboration. Join our team of subject matter experts and contribute to the development of life-changing medical devices that improve patients' lives worldwide.