Desktop Support Specialist - Sales Team

Overview

Replimune’s mission is to revolutionize cancer treatment with therapies designed to activate a powerful and durable full-body anti-tumor response, boldly transforming cancer care because patient’s lives depend on it. We imagine a world where cancer is a curable disease. 

 At Replimune, we live by our values: 

United: We Collaborate for a Common Goal. 

Audacious: We Are Bold and Innovative. 

Dedicated: We Give Our Full Commitment. 

Candid: We Are Honest With Each Other. 

People are at the center of everything we do, and when it comes to our employees, we make it personal.  With a deep sense of purpose, an innovative and collaborative culture, a competitive and forward-looking total rewards program, everyone at Replimune has a unique opportunity to contribute to the meaningful work we do which could impact the lives of patients.  

 Join us, as we reshape the future. 

 

Job Summary: 

This position requires a specialist with strong previous experience supporting Field Sales teams with a personality which is engaging, patient, and flexible. Primary responsibilities will be to provide IT Support Services to the Field Sales and Commercial Teams including but not limited to desktop support, laptop, mobile devices, asset management & network connectivity. They will be required to manage installs, configurations, and troubleshooting on networked and standalone PCs and iOS devices. This position will additionally provide additional Replimune staff and users with white glove hardware and software technical support as needed. This is a hybrid position which will be based in our Woburn office.

 

 

This position is based in our Woburn office and welcomes hybrid work! Local candidates are expected to be on-site 2 days per week. 

 

Responsibilities

Key responsibilities:

 

 

• Deliver superior customer support for reported problems with laptops, MacBooks, peripherals, and mobile devices to Field Sales staff and other Replimune employees.
• Troubleshoot and manage technical issues on endpoint devices and solve problems related to field workers working remotely.
• Perform Information Technology onboarding of field sales and commercial employees by preparing and delivering endpoint devices, installing software, providing guidance and instruction during onboarding.
• Perform account maintenance with Active Directory and Azure AD.
• Test and troubleshoot network connectivity and wireless access for local and remote devices.
• Work with and coordinate with vendors to troubleshoot and resolve issues.
• Write, understand and follow IT SOPs.
• Ensure support tickets are resolved in accordance with Service Level Agreements and customer policies / procedures.
• Maintain inventory of equipment assigned to Field Sales.
• Follow guidance, policies, and best practices to maintain security and confidentiality of company information both inside and outside the company.
• Support Field Sales team on and off-hours via phone, SMS, email and Teams.
• Manage IT onboarding and offboarding of Field Sales staff per SOX-compliant processes, set up, perform maintenance on, and retire user accounts and software accounts.
• Maintain endpoint software update distribution and execution through mobile device management solutions in accordance with IT SOP’s and policies.
• Use tools to manage and automate the management of endpoints.

 

 

Other responsibilities as required.

• Travel to regional or national Sales meetings will be required

Qualifications

Education:   

•  A bachelor’s degree in information technology or a comparable related field or work experience

Required Experience: 

• 4+ years of Technical Support and Customer Service experience with some experience working with senior level staff in a fast-paced environment.
• Previous experience working in sales or supporting sales teams required.
• Experience managing iOS devices via ABM and MDM is required.
• Microsoft 365 Admin, Intune, Microsoft Entra, Exchange, and Endpoint Manager experience is required.
• Application support that includes the full Microsoft Office suite.
• Technical experience in administering, supporting, and deploying Windows 11 and macOS.
• Experience supporting Zoom and Microsoft Teams on client and room-based systems including Conference rooms.
• Proven advanced knowledge of Windows operating systems, con