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San Mateo

    Systems Support Analyst - San Mateo, United States - BeiGene

    BeiGene
    BeiGene San Mateo, United States

    3 weeks ago

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    Description

    General Description:
    Reporting to the Manager or Sr.

    Manager of IT Operations, the IT System Support Analyst will optimize employee productivity by effectively managing and supporting enterprise infrastructure applications and services under the Infrastructure & Operations team.

    The position will also be the primary contact for day-to-day IT support for our AWS remote users. They will support the delivery of technology services that support and improve business processes for remote users.

    This position is also a technical, hands-on role supporting various GxP and G&A systems, including HRIS, CLM, CTMS, Clinical, Biometrics, Quality, and other enterprise business systems, primarily Cloud/SaaS or hosted on-prem on our Amazon Web Services (AWS) IaaS environments.

    Help coordinate IT support at MSLs in the delivery of incident and service request management.


    The successful candidate will be part of the Operations Team, responsible for supporting BeiGene's employees, contractors, and vendors in a Windows Enterprise environment.

    This candidate will join a team of technicians reporting to the Manager or Director of Infrastructure Operations and will serve as a key player in providing quality support for remote and local employees.


    Essential Functions of the job:
    Technical Support

    Must be well versed in all aspects of O365 administration, including Exchange, SharePoint, and Teams.


    Provide hands-on administration and tier 2 support of enterprise systems in an infrastructure as a service (IaaS) platform such as AWS and Azure and cloud/SaaS applications.


    Responsibilities include designing, developing, securing, administering, supporting, managing, and defining/implementing the IT-wide support model and service/request catalog for infrastructure application solutions.


    Responsible for administering the mobile device management (MDM) and mobile application management (MAM) platforms (Intune); Microsoft Teams, Polycom A/V, and Zoom Webcasting services; OneDrive and other file sync and share tools.

    Broad understanding of systems operations change management, systems management, user support, and service desk methodologies.

    Manage and provide system administration support of a growing list of enterprise infrastructure applications.

    Proactively plan and implement application upgrades, maintenance fixes, and vendor-supplied patches.


    Support and management of:
    Desktops, laptops, and mobile devices (Windows/ Mac OSX, Android, iOS, or similar).

    Shared resources such as printers, shared workstations, conference rooms, projectors, and telephones.

    Remote user support via phone and remote management tools, including VPN, Terminal Services, and Remote desktop connections.

    Videoconferencing equipment (Cisco/Polycom/Zoom/Teams).

    Build, configure, maintain (patch), repair, and manage new and existing employees' systems.

    Experience with Voice over IP (VoIP) phone systems (Microsoft Teams).

    Experience with enterprise application implementations and/or migrations to the cloud.

    Experience with a virtualized environment in a distributed infrastructure.


    Analyze user enhancement requests to deliver solutions focused on establishing and improving business processes, addressing process gaps, and enabling the organization's automation and growth.

    Provide technical support during the application installation, upgrades, and migrations.

    Help execute validation test scripts, perform testing sequences, and change controls.


    Customer Service:
    Proficiency in Excel, Word, Project, Visio, and PowerPoint.

    Sound administration and interpersonal skills. Must be able to interact in a team environment.

    Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Ensure the Service Level Agreement performance standards are met.

    Generate customer-facing documents. Runbooks, training aids, quick reference guides, and other aids to make customers self-sufficient.

    Recommend and produce procedures and standards to improve the quality and delivery of service to customers.

    Has a high degree of diplomacy with the ability to see and rationalize multiple points of view.

    Proactive behavior when faced with pending or potential service issues.


    Supervisory Responsibilities:
    None


    Education/Certifications/Experience:
    Prefer Associate Degree in Computer Science or 4 years relevant IT experience.

    Prefer IT Certifications such as CompTIA A+, Network+, ITIL Foundation, HDI Tech Support Professional.

    2+ years of experience in IT support activities with a focus on VIP/Executive level support.

    5+ years of hands-on experience supporting Microsoft desktops/laptops, Apple and Android mobile devices such as iPads, tablets, iPhones, etc.

    Ability to absorb and retain information quickly and to present ideas in a user-friendly language.

    Proven analytical and problem-solving abilities.

    Exceptional customer service skills.

    Computer Skills:

    Windows 10, Office 365, AWS, SCCM, Intune, Mac OSX, MDM, Active Directory, Windows Server administration, and Linux server administration.


    Other Qualifications:
    Service Now, Remedy, 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) will be necessary.

    Occasional travel between sites as needed.


    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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