Technical Support Analyst

At Pharmacierge, we are redefining the private pharmacy experience in the UK. Based on Wimpole Street, in the heart of the London Harley Street Medical Area, we work closely with leading private clinicians to deliver a seamless, safe, and highly personalised medication service. 

Our approach is rooted in clinical excellence, compassion, and innovation. We combine cutting-edge technology with a dedicated team of healthcare professionals to ensure that every patient and prescriber receives the same level of care that we would want for our own families. 

Are you a Technical Support Analyst with experience working with enterprise systems? If you have a passion for outstanding support, the curiosity to learn and master new technologies, and the drive to investigate and resolve incidents, Pharmacierge is the career move for you. 

Your Role:

The Technical Support Analyst will be based in our robotically-driven Central London dispensary to provide hardware and software support to our busy pharmacy team. 

You will take on a versatile role that involves working with a wide variety of technologies – supporting hardware and commercial applications, maintaining network infrastructure and security, and improving identity management services. You’ll collaborate closely with our IT Manager to implement security controls, AI governance and deploy innovative technologies that empower the wider team. 

Key Responsibilities:

• Supporting the IT Manager in maintaining and improving core technology services 
• Supporting the Technical Product Manager in the provision of application support and maintenance 
• Oversee and implement projects aimed at enhancing the technical architecture, security, and IT governance of the organization
• Liaise with suppliers & our in-house teams to resolve hardware issues 
• Be responsible for critical systems and applications and take ownership of incidents 
• Identification of continual service improvement initiatives as part of the support team 
• Develop expert knowledge of systems/applications and provide training for other members of the team in these services to facilitate knowledge sharing 

Requirements

Essential Requirements: 

• Proven experience in IT support or technical analyst roles, ideally within a fast-paced environment
• Hands-on experience with hardware troubleshooting and software/application support
• Familiarity with network infrastructure, identity management, and security principles
• Strong knowledge of Windows environments and widely used enterprise applications 

Desired skills and attributes:  

• Experience in administering Microsoft 365 environments and Entra ID
• Strong understanding of ISO27001 best practices and compliance requirements
• Practical experience with software deployment and asset management toolsets
• Demonstrated ability to take ownership of incidents and drive them to resolution
• An analytical mindset with a proactive approach to identifying and implementing service improvements
• A dependable and honest approach to independent work, underpinned by accountability and a strong sense of responsibility 

Benefits

At Pharmacierge, we’re committed to supporting our team with a comprehensive and rewarding benefits package that reflects the value of their contributions:

• 💷 Competitive Salary: £30,000+ per annum (dependent on experience)
• 🏥 Private Medical Insurance: Available after a minimum term
• 🌴 28 Days Annual Leave (including Bank Holidays), increasing with tenure (conditions apply)
• 🎯 Company-Wide Bonus Scheme: Eligible after a minimum term
• 📈 Government-Approved Share Option Scheme: Available after a minimum term
• 🛍️ Employee Discounts Platform: Access to a wide range of retail and lifestyle savings
• 🎉 Pharmacy Social Events: Regular team-building and social activities
• 📚 Access to training: Ongoing professional development and training support

What to Expect from Our Recruitment Process

At Pharmacierge, we use a multi-stage recruitment process for the ACT role to ensure the best possible fit for both you and our team.

Stage 1 – Application Review* - We’ll review your application to ensure it meets the essential criteria for the role

Stage 2 – Telephone Interview* - If shortlisted, we'll schedule a short telephone interview with our Recruitment Coordinator or a senior staff member

Stage 3 – Video Interview - Successful applicants will then have a short remote interview via Microsoft Teams with a senior member of the Tech team

Stage 4 – In-person Interview - You will be invited to visit our pharmacy for an on-site interview, including an opportunity to view the facility to get a feel for the working environment

Stage 5 – Final Review - A member of our Senior Leadership Team will review your application and interview feedback. If all criteria are met, we’ll be in touch with a job offer

Why this approach?

We’ve found that transparency and time spent on both sides leads to better long-term satisfaction and retention. Our goal is for you to fully understand the role, and for us to understand you, not just on paper, but as a potential colleague.

*Candidates who have not heard from us within one week of Stage 1 (application review) or Stage 2 (telephone interview) should assume, unless advised otherwise, that their application has not been successful