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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing IT support, troubleshooting macOS and core SaaS platforms, and managing identity and access management. Proficient in maintaining documentation and delivering technical support in compliance with GxP and ISO standards.
Highest-signal resume keywords
IT Support ExperienceMacOS TroubleshootingSaaS AdministrationZendesk and JIRA ProficiencyGood Clinical Practice Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportApplication SupportIdentity and Access ManagementNetworkingCore SaaS PlatformsTroubleshootingDocumentation ManagementClinical Trial SupportMobile Device ManagementProblem Solving
Soft Skills
Strong Communication SkillsStakeholder Relationship ManagementCan-Do AttitudeTenacityDrive to Achieve Objectives
Tools & Technologies
Microsoft 365EntraSlackBoxJIRAZendeskMosyle
Certifications & Qualifications
CompTIA A+Apple CertificationMicrosoft Certification
Industry Keywords
Good Clinical PracticeQuality Management SystemISO 9001ISO 13485GxP RequirementsData Privacy RegulationsClinical OperationsHealthcare Software
Tech Stack
Tools & technologiesMacOS
About the role
Key responsibilities & impact- Provide general and second-line IT support across Qureight
- Troubleshoot devices, macOS/MDM issues, identity and access management, networking/connectivity, core SaaS administration, and onboarding/offboarding
- Provide specialist application support and triage for internal teams and external users
- Investigate and resolve queries using runbooks, FAQs, and technical analysis
- Escalate genuine bugs and feature gaps to engineering
- Own delegated queries end to end with clear, consistent, and proactive communication
- Build, maintain, and improve runbooks, FAQs, and internal documentation
- Act as a bridge between supported teams and engineering
- Support user, site, project, and general IT administration tasks
- Support Clinical Operations with day-to-day Zendesk use while internal IT support runs through Jira
- Act as the technical escalation point for clinical trial site and sponsor issues
- Work with engineering to provide feedback on recurring issues, prioritize fixes, and validate resolutions
- Deliver technical support in line with Qureight SOPs, GxP requirements, ISO 27001 standards, and data privacy regulations
- Provide occasional support outside normal UK working hours for customers and clinical trial sites in other time zones
Requirements
What you’ll need- Previous experience in a technical support, application support, IT support, or service desk role
- Comfortable troubleshooting macOS and core SaaS platforms including Microsoft 365, Entra, Slack, Box, and JIRA
- Basic identity and access management concepts, including MFA and role-based access
- Ability to cultivate and maintain stakeholder relationships with operational and technical teams
- Strong written and verbal communication skills
- Ability to translate technical details for a non-technical audience
- Can-do attitude, tenacity, and drive to achieve objectives
- Willingness to provide occasional support outside normal UK working hours
- Experience supporting clinical trials, clinical operations, or healthcare software platforms is advantageous
- Experience with user, site, or project administration tooling is advantageous
- Experience using or supporting helpdesk/ticketing tools such as Zendesk or JIRA is advantageous
- Knowledge of Good Clinical Practice (GCP) with recent training is advantageous
- Experience working within a Quality Management System, such as ISO 9001 or ISO 13485, is advantageous
- Knowledge of relevant clinical trial regulatory, compliance, and industry standards is advantageous
- Experience problem solving in a highly technical and innovative environment is advantageous
- Exposure to mobile device management tooling, such as Mosyle, is advantageous
- IT qualification or certification such as CompTIA A+, Apple, or Microsoft is advantageous
Benefits
Comp & perks- Annual bonus plan
- Private medical insurance
- Life insurance
- Cycle-to-work scheme
- Contributory pension scheme
- Equity
- 28 days’ holiday allowance, including 25 days’ annual leave and 3 additional company days between Christmas and New Year
- Bank holidays
- Enhanced family leave
- Diverse work environment bringing together experts across software engineering, DevOps, data science, machine learning, quality assurance, regulatory affairs, and clinical operations