Senior Systems Support Analyst at BeiGene

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 Associate Director GTS Operations Lead North America the Senior Systems Support Analyst plays a critical role in enabling employee productivity by effectively managing and supporting enterprise infrastructure applications and services within the Infrastructure & Operations team. This position requires advanced expertise in troubleshooting networking security and enterprise software support to ensure reliable and efficient technology operations across the organization. The Senior Systems Support Analyst provides high-level technical support manages escalated incidents and contributes to system design and optimization initiatives. The ideal candidate demonstrates strong technical acumen exceptional problem-solving abilities and a commitment to delivering superior customer service while maintaining professionalism discretion and composure in a dynamic environment.Key Responsibilities:General IT Support & Administration: Provide advanced troubleshooting and technical support for hardware software and network-related issues.Ensure system security and compliance with organizational policies.Manage IT projects related to system upgrades migrations and implementations.Collaborate with cross-functional teams to enhance IT support processes and user experience.Maintain IT documentation procedures and asset management.Provide training and guidance to junior IT staff and end-users.Offer on-site and remote assistance and quickly and efficiently troubleshoot issues.Provide second and third-line IT support to employee issues escalated from our Service Desk.Administer and maintain IT systems including cloud applications and enterprise software.Incident Management & Troubleshooting:Diagnose and resolve hardware software and network issues on Windows macOS and mobile platforms.Troubleshoot and support enterprise applications email VPN remote access and collaboration tools (e.g. Microsoft 365 Zoom Teams etc.).Escalate complex issues to specialized IT teams while ensuring prompt resolution for executives.Maintain detailed documentation of incidents solutions and preventative measures.Customer Service :Demonstrate professionalism empathy and active listening during all user interactions.Maintain a positive solutions-oriented mindset when supporting employees at all levels including executives.Communicate clearly using accessible non-technical language to guide users through issues.Set accurate expectations regarding timelines and next steps and ensure timely follow-up.Prioritize user impact when triaging and escalating incidents.Deliver consistent high-quality service in fast-paced or high-pressure situations.Build trust with business stakeholders by demonstrating reliability ownership and accountability.Seek feedback and identify opportunities to improve the overall user experience.Maintain composure and professionalism when handling challenging or urgent requests.Serve as a role model for customer-centric behavior within the IT Operations team.Computer Skills: Windows 11 Office 365 AWS SCCM Intune Mac OSX JAMF MDM Azure Active Directory.Conference & Event Support:Support AV equipment video conferencing and hybrid meeting solutions.Provide on-demand IT assistance during presentations and high-profile meetings.Assist end users with best practices for effectively using IT solutions.Education/Certifications/Experience: Bachelors degree in Information Technology Computer Science or a related field (or equivalent work experience).Required Qualifications & SkillsBS Degree with 4 years of experience in IT support with a focus on executive/VIP support.Certifications such as CompTIA A Microsoft Certified: Modern Desktop Administrator Apple Certified Support Professional (ACSP) ITIL or similar are preferred.Proven analytical and problem-solving abilities.Exceptional customer service skillsTechnical Skills:Strong expertise in Windows OS macOS and iOS platforms.Hands-on experience with enterprise IT environments including Active Directory Microsoft O365 Azure Intune SCCM Exchange OneDrive SharePoint Teams and Zoom.Proficiency in troubleshooting network connectivityStrong expertise with AV technologies video conferencing systems and remote collaboration tools.Knowledge of mobile device management (MDM) solutions encryption and endpoint security tools.Soft Skills & Professionalism:Excellent problem-solving and analytical skills with a keen eye for detail.Outstanding verbal and written communication skills with the ability to explain complex IT concepts to non-technical users.Ability to stay calm under pressure handle urgent requests and maintain strict confidentiality.Strong organizational and time-management skills with the ability to prioritize tasks effectively.Other Qualifications:Experience with Service Now or other ITSM tools.Travel Physical Demands and Work Environment:Standing or sitting for long periods may be necessary.Some lifting (greater than 50 pounds) may be necessary.Occasional travel between sites as needed.Occasional travel for off-site meeting support.Work Environment & Additional DetailsThis role may require after-hours support.On-site support is a requirement for this role.Global CompetenciesWhen 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 TeamworkProvides and Solicits Honest and Actionable FeedbackSelf-AwarenessActs InclusivelyDemonstrates InitiativeEntrepreneurial MindsetContinuous LearningEmbraces ChangeResults-OrientedAnalytical Thinking/Data AnalysisFinancial ExcellenceCommunicates with ClaritySalary Range: $40.77 - $57.77 per hourBeOne 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 .Required Experience:Senior IC Key Skills Fund Management,Information Technology,Conveyancing Paralegal,Corporate Sales,Asic Employment Type : Full-Time Experience: years Vacancy: 1 Hourly Salary Salary: 40 - 57