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 in the San Carlos, CA office.

Key Responsibilities:

Advanced Technical Support & Escalation:

• 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.
• Stro