Senior Systems Support Analyst

BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.

General Description:

Reporting to the Senior Manager, Site Lead – GTS, the Senior Systems Support Analyst serves as a senior technical resource within the GTS organization. This role is responsible for delivering advanced endpoint and infrastructure support while ensuring a secure, stable, and highly responsive technology environment.

This individual operates as a Tier 2/3 escalation point for both the Global Service Desk and Operations staff, and plays a key role in incident resolution, root cause analysis, endpoint lifecycle management, and continuous improvement initiatives. The Senior Systems Support Analyst is expected to demonstrate technical depth, strong operational discipline, and a high level of professionalism when supporting employees at all levels, including executive leadership.

The ideal candidate combines strong technical acumen with exceptional customer service, ownership, and accountability in a fast-paced, high-visibility environment.

This role is required on site 5 days per week in the San Carlos, CA office.

Key Responsibilities:

• Serve as Tier 2/3 escalation support for incidents and service requests routed from the Global Service Desk and junior analysts.
• Troubleshoot and resolve complex hardware, software, networking, and endpoint management issues across Windows, macOS, and mobile platforms.
• Provide advanced support for Microsoft 365 (Exchange, OneDrive, SharePoint, Teams), Windows 11, Microsoft Intune & Autopilot, VPN, remote access tools, and enterprise applications.
• Perform root cause analysis on recurring issues and implement preventative measures.
• Escalate issues to engineering or specialized teams when appropriate, ensuring full ownership through resolution.
• Maintain accurate and detailed documentation within ServiceNow.

Endpoint & Infrastructure Administration:

• Support Windows 11 environments, Microsoft Intune, Autopilot, SCCM, JAMF, MDM solutions, Azure AD, and Active Directory.
• Assist with endpoint lifecycle management, including provisioning, deployment, upgrades, replacements, and decommissioning.
• Ensure compliance with organizational security standards, encryption requirements, and endpoint protection policies.
• Contribute to system upgrades, migrations, and infrastructure improvement initiatives.
• Maintain and update technical documentation, knowledge base articles, and operational procedures.

Conference Room & Event Support:

• Support AV equipment, video conferencing systems, and hybrid collaboration technologies.
• Provide real-time technical support during large-scale meetings, board, and high-profile events.
• Ensure conference rooms and collaboration spaces are fully operational and optimized.

Operational Excellence & Team Contribution:

• Identify opportunities for automation, efficiency improvements, and service enhancements.
• Mentor junior analysts and provide technical guidance as needed.
• Demonstrate accountability by proactively communicating status updates and managing workload effectively.
• Contribute to a culture of consistency, process adherence, and continuous improvement.

Required Education:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

Required Experience:

• Associate’s dgeree with 6+ years of progressive IT support experience within an enterprise environment or a Bachelor’s degree with 4+ years of experience within an enterprise environment.
• Demonstrated experience providing elevated support.
• Relevant certifications preferred (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, Apple Certified Support Professional, ITIL, etc.).

Required Qualifications:

Technical Expertise:

• Strong expertise in Windows 11, macOS, and iOS platforms.
• Hands-on experience with:
  • Microsoft 365 (Exchange, OneDrive, SharePoint, Teams)
  • Azure AD / Active Directory
  • Intune & Autopilot
  • SCCM
  • JAMF / MDM solutions
  • Microsoft Teams and enterprise collaboration platforms
• Experience troubleshooting network connectivity, VPN, DNS, and authentication issues.
• Strong understanding of endpoint security, encryption, and compliance controls.
• Experience working within enterprise IT environments.
• Proficiency with ITSM platforms such as ServiceNow.

Soft Skills & Professionalism:

• Exceptional troubleshooting and analytical skills.
• Strong written and verbal communication skills, with the ability to translate technical concepts into user-friendly language.
• Demonstrated ability to remain composed and solution-oriented in high-pressure situations.
• Strong organizational and time-management skills with the ability to prioritize effectively.
• Proven accountability, ownership, and follow-through on assignments.
• High level of professionalism, discretion, and confidentiality.
• Strong customer-service orientation with executive presence.

Travel, Physical Demands, and Work Environment:

• On-site presence is required for this role.
• Occasional travel between sites may be required.
• Occasional after-hours support may be required for maintenance windows or executive events.
• Ability to lift and move equipment (up to 50 pounds) as needed.
• Prolonged sitting or standing may be required.

Global Competencies

When we exhibit our values of Patients First, Driving Excellence, Bold Ingenuity and Collaborative Spirit, through our twelve global competencies below, we help get more affordable medicines to more patients around the world.

• Fosters Teamwork
• Provides and Solicits Honest and Actionable Feedback
• Self-Awareness
• Acts Inclusively
• Demonstrates Initiative
• Entrepreneurial Mindset
• Continuous Learning
• Embraces Change
• Results-Oriented
• Analytical Thinking/Data Analysis
• Financial Excellence
• Communicates with Clarity

BeOne is committed to fair and equitable compensation practices. Actual compensation packages are determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location. Packages may vary by location due to differences in the cost of labor. The recruiter can share more about the specific salary range for a preferred location during the hiring process.  Please note that the listed range reflects the base salary or hourly range only. Non-Commercial roles are eligible to participate in the annual bonus plan, and Commercial roles are eligible to participate in an incentive compensation plan. All Company employees have the opportunity to own shares of BeOne Medicines Ltd. stock because all employees are eligible for discretionary equity awards and to voluntarily participate in the Employee Stock Purchase Plan. The Company has a comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness.

We are proud to be an equal opportunity employer. BeOne does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, Title I of the Americans with Disabilities Act of 1990, and any other applicable federal, state or local laws, applicants who require reasonable accommodation in the job application process may contact [email protected].