Senior Specialist, IT Support, Europe

Revolution Medicines seeks a Senior IT Support Specialist for Europe to provide Level 2 and VIP end-user support. This fully remote role focuses on troubleshooting, onboarding, and executive assistance across the region.

This position acts as the primary regional resource for Level 2 end-user support and executive assistance within the European organization. Reporting directly to the Senior Director of IT Europe, the specialist handles complex technical issues, manages device lifecycles, and ensures high-touch support for senior leadership and VIP users. The role is entirely remote and does not include direct reports.

Responsibilities

• Resolve Level 2 support tickets by coordinating with global IT teams and external service providers.
• Perform advanced remote troubleshooting for Windows 11 devices, mobile phones, Microsoft 365 applications, and collaboration tools.
• Manage identity and access issues, including authentication, VPN connectivity, and endpoint security configurations.
• Provide dedicated, high-priority technology support for European executives, senior leaders, and designated VIP users.
• Anticipate and prepare technology needs for executive travel, critical meetings, and major business events.
• Lead the end-to-end technology onboarding process for new European hires, including device configuration, account setup, and orientation.
• Deliver enhanced, white-glove onboarding experiences for executive leaders in coordination with their assistants.
• Oversee IT asset management, including device procurement, enrollment, inventory control, and lifecycle recovery.
• Prioritize and manage ServiceNow incidents and requests to ensure timely resolution for regional staff.
• Maintain up-to-date documentation, knowledge bases, and standard operating procedures.
• Identify and implement process improvements through technology automation.
• Support office expansions and new country launches by deploying necessary technology infrastructure.
• Ensure professional, confidential, and discreet handling of sensitive support matters.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or equivalent professional experience.
• Minimum of five years of progressive experience in IT support, desktop support, or end-user services.
• Proven track record in multi-tier support models, including collaboration with Level 1 service desks and escalation to Level 3 teams.
• Strong hands-on expertise with Windows 11, Microsoft 365, laptops, mobile devices, and enterprise endpoint services.
• Demonstrated experience providing VIP or executive IT support in a corporate setting.
• Familiarity with employee onboarding and offboarding technology workflows.
• Experience managing IT assets, endpoint lifecycles, device procurement, and logistics for distributed teams.
• Proficiency with Microsoft Intune, endpoint management platforms, and mobile device management solutions.
• Working knowledge of Microsoft Entra ID (Azure Active Directory), identity management, VPN, and endpoint security.
• Experience supporting Microsoft Teams, conferencing platforms, and hybrid meeting environments.
• Hands-on experience with ServiceNow.
• Excellent written and verbal English communication skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational, troubleshooting, and documentation abilities.

Nice to have

• Experience in biotechnology, pharmaceuticals, life sciences, healthcare, or other regulated industries.
• Background supporting multi-country European organizations and collaborating with global IT teams.
• Experience working in a fully remote environment.
• Additional European language skills, with German being preferred.

About the company

Revolution Medicines is a late-stage clinical oncology company dedicated to developing novel targeted therapies for patients with RAS-addicted cancers. The team is deeply committed to addressing cancers harboring mutations in the RAS signaling pathway. The company places a high priority on the protection and security of personal data, respecting employee privacy rights.

• Commitment to developing therapies for patients with RAS-addicted cancers.
• Strict adherence to personal data protection and privacy standards.