Senior Specialist, IT Support, Europe

The Opportunity:

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. Reporting directly to the Senior Director, Head of IT Europe, 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. The position has no direct reports. The scope combines advanced escalation support, Microsoft and endpoint services, VIP support, collaboration technologies, onboarding experience and continuous service improvement.

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.

• Provide timely communication, set clear expectations, and ensure issues are fully resolved while delivering an exceptional customer 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.

Required Skills, Experience and Education

• 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.

• Experience using IT asset-management, device-lifecycle, inventory, or equipment-  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.

Revolution Medicines takes protection and security of personal data very seriously and respects your right to privacy while using our website and when contacting us by email or phone. We will only collect, process and use any personal data that you provide to us in accordance with our CCPA Notice and Privacy Policy. For additional information, please contact privacy@revmed.com. 

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