Technical Support Analyst

Location: Hybrid- Boston (2 days a week in our Boston Office)Status: PermanentPackage: Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development & Opportunity (Personal & Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term & Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days' Vacation + Plus Public Holidays + Buy and Sell Scheme.Who’s Instem?Well, we’re a global provider of bespoke industry-leading software solutions and services, which facilitate the pre-clinical, and clinical phases of the drug discovery process. We have over fifteen products in our portfolio, used by over 700 pharmaceutical clients (including all the top 25!)What’s the culture/environment like? For a global business of over 400 staff, we very much have a family feel. You’ll be part of a friendly, communal, solution based, flexible environment, where you’ll feel empowered, valued and accountable. We’ll invest in you as a person and encourage you to take part in companywide workshops for wellbeing, mental health, critical conversations, and strengths.Provide high-quality technical support to internal users by independently resolving standard incidents and service requests. This role builds on foundational support skills and focuses on efficiency, customer experience, and developing a broader understanding of IT systems and processes.What are you responsible for?Respond to and resolve common support requests independently.Perform basic troubleshooting of hardware, software, and network issues.Follow documented procedures and support workflows.Escalate more complex issues with clear and accurate information.Manage user accounts, permissions, and access requests using standard processes.Install and configure end-user devices and applications.Accurately log, update, and close tickets in a timely manner.Assist with routine maintenance tasks or deployments as directed.Maintain a strong customer service focus and effective communication.Contribute to the knowledge base by documenting solutions and known issues.Follow security, data handling, and quality procedures.Take initiative in developing technical and problem-solving skills.Technical SkillIndependently resolves standard incidents and requests.Performs basic troubleshooting across multiple systems.Understands how common tools and platforms are used within the organisation.Follows best practices and technical procedures accurately.Ownership & AutonomyOwns tickets through to resolution with minimal supervision.Prioritises workload effectively.Escalates issues appropriately when out of scope.Demonstrates reliability and accountability in task delivery.Impact & InfluenceDelivers consistent and efficient support.Contributes to user satisfaction and team performance.Identifies recurring issues and suggests potential improvements.Knowledge Sharing / CollaborationDocuments solutions and updates procedures when needed.Shares knowledge with peers and supports new team members.Works collaboratively within the team to resolve issues.Skills, Knowledge & ExperienceExperience in a technical support or service desk role (or equivalent)Strong understanding of common operating systems and applicationsBasic knowledge of network connectivity and troubleshootingAbility to follow procedures and resolve standard issuesFamiliarity with ticketing systems and documentation practicesUnderstanding of user access and permission managementAn Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.Instem stores and processes data using an Applicant Tracking System (ATS). For more information regarding our privacy policy use the following link: https://www.instem.com/privacy/