[Hiring] Senior Specialist, IT Support @Revolution Medicines

Role Description

The Senior IT Support Analyst, Europe will serve as the regional Level 2 end-user support and VIP support resource for Revolution Medicines’ growing European organization. This senior individual-contributor role will resolve complex employee technology issues escalated by the India-based Level 1 Service Desk and provide proactive, high-touch support to European executive leaders and other designated VIP users.

This is a fully remote, hands-on role for an experienced IT support professional who combines strong technical troubleshooting skills with exceptional customer service, sound judgment, and discretion. The successful candidate will work closely with the Level 1 Service Desk, Global IT teams, regional business partners, and external service providers to deliver a seamless employee technology experience across Europe.

Responsibilities

• Level 2 End-User Support
  • Take ownership of Level 2 tickets through resolution, coordinating with Global IT specialist teams and approved service providers when Level 3 support or specialist expertise is required.
  • Provide advanced remote troubleshooting for Windows laptops, mobile devices, Microsoft 365, collaboration platforms, conferencing technologies, identity and access, connectivity, endpoint management, and approved business applications.
  • Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and related collaboration capabilities.
  • Troubleshoot hardware, software, VPN, networking, access, authentication, endpoint-security, and device-management issues.
  • Provide direct employee support when regional business context, senior technical engagement, local-language support and executive support assistance is required.
  • Provide Level 2 support for device provisioning, endpoint enrollment, asset management, and device-lifecycle issues that cannot be resolved by the Level 1 Service Desk.
  • Ensure employees receive timely communication, practical guidance, clear expectations, and a consistently high-quality support experience.
  • Support office expansions, new country launches, and technology deployments across the growing European organization.
• IT Service Management
  • Manage and prioritize ServiceNow incidents, requests, and operational activities to ensure timely support for regional users.
  • Develop strong partnerships with regional IT service providers and managed service vendors to ensure consistent, high-quality service delivery.
  • Maintain documentation, knowledge articles, and standard operating procedures.
  • Identify opportunities to improve business processes through technology and automation.
• VIP and Executive Support
  • Deliver proactive, discreet, and high-touch technology support for European executive leaders, senior leadership, and other designated VIP users.
  • Build trusted working relationships with VIP users and executive assistants; understand working preferences and anticipate technology needs for travel, critical meetings, presentations, and major business events.
  • Provide priority support for executive laptops, mobile devices, Microsoft 365, approved business applications, connectivity, collaboration tools, and conferencing services.
  • Support executive meetings, leadership events, board-related activities, and hybrid or virtual sessions remotely or in person, as required.
  • Manage sensitive, urgent, and high-visibility support matters with professionalism, confidentiality, discretion, and sound judgment.
• Onboarding, Offboarding, and Asset Management
  • Serve as the European IT lead for employee technology onboarding, partnering with Human Resources, hiring managers, Global IT, and relevant internal teams to provide a smooth, reliable, and welcoming new-hire experience.
  • Coordinate the end-to-end technology onboarding lifecycle, including device ordering, configuration, enrollment, shipment or local delivery, account and access-request coordination, and new-hire technology orientation.
  • Ensure laptops, mobile devices, peripherals, approved accessories, and required technology services are available before each employee’s start date.
  • Provide direct remote onboarding support for European new hires, including introductions to core tools, security expectations, collaboration platforms, support channels, and device use.
  • Provide enhanced, white-glove onboarding for executive leaders and designated VIP users, including advance planning with executive assistants and hiring stakeholders.
  • Coordinate equipment procurement, deployment, recovery, replacement, and lifecycle activities through approved IT asset-management and device-lifecycle platforms.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline; equivalent relevant professional experience will be considered.
• At least 5 years of progressive experience in IT support, end-user services, desktop support, IT operations, or a closely related technical role.
• Demonstrated experience working in a multi-tier support model, including collaboration with a centralized or outsourced Level 1 Service Desk and escalation to Level 3 technical teams.
• Strong hands-on experience resolving Level 2 issues across Windows 11, Microsoft 365, laptops, mobile devices, remote-user technologies, and enterprise endpoint services.
• Demonstrated experience providing VIP or executive IT support in a fast-paced corporate environment.
• Experience coordinating employee onboarding and offboarding technology activities in a corporate environment.
• Experience with IT asset management, endpoint lifecycle management, device procurement, inventory controls, equipment logistics, and recovery processes in a distributed or remote workforce.
• Strong experience with Microsoft Intune, endpoint-management platforms, and mobile-device-management solutions.
• Working knowledge of Microsoft Entra ID/Azure Active Directory, identity and access management, VPN and connectivity troubleshooting, endpoint security, and antivirus technologies.
• Experience supporting Microsoft Teams, conferencing platforms, audiovisual equipment, and hybrid or virtual meetings.
• Experience using ServiceNow.
• Strong troubleshooting, prioritization, organization, documentation, and follow-through skills.
• Excellent written and verbal English communication skills, including the ability to explain technical matters clearly to non-technical employees.

Preferred Skills

• Experience in biotechnology, pharmaceuticals, life sciences, healthcare, or another regulated industry.
• Experience supporting a multi-country European organization and partnering with Global IT teams.
• Experience working fully remote.
• Additional European language skills, German preferred.

What Makes You Successful

• Exceptional customer service mindset.
• Strong ownership, accountability, and commitment to quality delivery.
• Comfortable wearing multiple hats in a rapidly growing organization.
• Balances strategic thinking with hands-on execution.
• Builds trusted relationships across business functions, vendors, and Global IT.