IT Application Support Technician

As an IT Application Support Technician at Biocair, the primary responsibility is to ensure the smooth operation of critical business applications, including our bespoke transport management system and other software used throughout the organisation. This role will provide first-line technical support, resolve issues promptly, and assist users with application-related queries. The role is crucial in maintaining the functionality and availability of key systems that underpin our global business.

Responsibilities will include:

• As first-line triage, diagnose and troubleshoot issues within Biocair’s applications, resolving incidents in a timely manner to minimise business disruption.
• Provide end-user support and training on system features, helping staff across different departments maximize their efficiency in using Biocair's applications.
• Log, manage, and resolve support requests using the company’s helpdesk system, ensuring all incidents are tracked and closed in line with SLAs.
• Proactively identify areas for process improvement within application usage and support, ensuring Biocair’s systems are as efficient and effective as possible.
• Ensure application-related incidents and service requests are handled within agreed response times.
• Maintain a high level of customer satisfaction by providing prompt and accurate support.
• Comply with, and implement as required, all security policies and procures applicable to your role and location (including Shipment, IT and Information Security)

Our company values matter, and guide all that we do each day. The successful candidate will be expected to operate in line with them as we strive to be the provider of choice for specialist logistics solutions to the global scientific community; based on the highest levels of care, expertise and precision; enabling our customers to retain absolute focus on research and development.

In addition, you will demonstrate these key competencies:

• Experience in application support, preferably in logistics or a regulated industry.
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
• Excellent communication skills, both written and verbal.
• Ability to systematically analyse issues, identify root causes, and implement effective solutions quickly to minimise downtime.
• High level of accuracy when documenting incidents and troubleshooting steps, ensuring a clear record for future reference and continuous improvement.

In return we offer:

• Up to £28,000 per annum depending on experience
• Bonus scheme
• A generous non-contributory pension
• 25 days holiday and the option to buy/sell 5 days
• Life Assurance
• Group Income Protection
• Private Medical Insurance
• Wellness Programme

Please note this is a 6 month FTC, 40 hours per week Monday to Friday 08:00 - 17:00hrs and offered as a fully remote role with a requirement to come into the Cambridge office (CB22 3EG) once every 3 months for team meetings.

This is a UK based role and the right to live and work in the UK will need to be established during the recruitment process. Please note we are not currently a Home Office visa sponsorship licence holder.

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please be aware that we are NOT inviting recruitment agencies to submit candidates for this role and as such any approaches will be rejected. Thank you for your understanding.