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Senior Systems Support Engineer

ICONMA, LLC
  • Pleasanton, CA
  • $47.61–$80.28 Per Hour
  • Instant Apply
3 days ago

Job Description

Our client, a Biotech company, is looking for a Senior Systems Support Engineer for their Pleasanton, CA location.
 
Responsibilities:
  • The Senior Systems Support Engineer provides comprehensive hardware, software, and networking support for client instruments across the Pleasanton and Santa Clara campuses, as well as remote external sites.
  • Networking Support (Core Focus):
  • Responsibilities include configuring, maintaining and setting up firewall/servers and PC devices, managing IP addresses and folder shares on instruments and servers, and diagnosing network connectivity issues on VLANs, switches, servers and working with internal and external stakeholders.
  • Instrument & Systems Support:
  • Performs preventative maintenance (PMs), installation and operational qualifications (IOQs), hardware repairs, part replacements, and system software upgrades.
  • Documentation & Coordination:
  • Accurately documents all service activities in the electronic database, coordinates requests via ServiceNow, and communicates status updates to stakeholders.
  • Training & Development:
  • Participates in ongoing training with senior team members and subject matter experts to master client instrumentation, eventually guiding other team members.
  • Safety & Compliance:
  • Strictly complies with all client safety policies, practices, and applicable FDA and ISO regulations related to instrument support and qualification.
  • Senior Systems Support Engineer
  • A Senior Systems Support Engineer provides service on client instruments and networked systems used for Research, Development.
  • This role is responsible for the installation/deinstallation, qualification, preventative maintenance, and repair of client instruments and software, with a strong emphasis on the
  • networking infrastructure that supports these systems — including IP address mapping, Fortigate firewall configuration, and network troubleshooting.
  • Under guidance from senior team members, the Senior Systems Support Engineer troubleshoots instrument hardware-software problems and network connectivity issues by using
  • service software, reviewing system-generated problem reports/error codes, and performing root cause analyses.
  • Being a team player is essential, as this position interfaces daily with coworkers, internal stakeholders, and various interdisciplinary functional areas within the organization.
  • The Senior Systems Support Engineer must be committed to customer satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment.
  • Instrument & Systems Support:
  • Perform preventative maintenance (PM;s)
  • Perform installation/operational qualifications (IOQs)
  • Troubleshoot, replace parts, and perform repairs on instruments
  • Install/deinstall/relocate instruments and computer control units
  • Install or upgrade system and application software
  • Networking Support (Core Focus Area)
  • Establish, maintain and troubleshoot network connections for remote access to internally and externally placed instruments
  • Map and manage IP addresses for networked lab instruments and systems
  • Configure, maintain, and troubleshoot Fortigate firewall devices to ensure secure and reliable connectivity for client systems
  • Diagnose and resolve network connectivity issues (e.g., VLANs, switches, routing, DNS/DHCP) affecting instrument and system performance
  • Provide IT hardware and networking support for R&D and training labs
  • Work closely with Systems and/or Software Development subject matter experts (SMEs) to learn client instrumentation, software, and networking functionality, including advanced troubleshooting knowledge
  • Documentation & Coordination
  • Document all service and support activities accurately and in a timely manner in the electronic equipment management database and/or other applicable software tools according to approved procedures
  • Coordinate and triage onsite and/or remote network service requests using ServiceNow and communicate status updates to the service requestor
  • Build effective customer/stakeholder relationships through solution-oriented communication and service, providing on-site or remote support as needed
  • Attend and contribute updates during team huddles and other meetings, escalating issues as needed
  • Provide IT support for in-house lab-based instruments and the secure data repository as needed
  • Training Requirements
  • Train with team members and Development colleagues to acquire client instrument service, networking, and troubleshooting skills, with self-initiative to pursue additional training
  • Under guidance from senior team members, learn to solve a variety of instrument, software, and networking problems of diverse scope and complexity by reviewing service documentation and consulting with SMEs
  • Interface with high-level technical support from other functional areas, e.g., Global Customer Support (GCS), Systems Development engineers) to obtain expertise for difficult or recurring issues
  • Learn how to execute qualification documents (IQ/OQ)
  • Once skill/knowledge is acquired, provide training or guidance to other team members on networking, instrument service, or other internal processes
  • Safety & Compliance
  • Comply with client safety policies, practices, and procedures at all times
 
Requirements:
  • Requires an Associate's or Bachelor's degree in a technical field (such as Electrical Engineering or IT Engineering) and at least 3 years of experience servicing medical or laboratory equipment with networking fundamentals or equivalent.
  • Required: Associate;s degree in Electrical/Electronic Engineering, Computer Science, Information Technology (Networking focus), or a related field, or equivalent combination of education and work experience
  • Bachelor;s degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field
  • 5+ years of experience servicing medical/lab equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory setting, including hands-on experience with networking fundamentals (IP addressing/subnetting, VLANs, switches, routers, and firewalls)
  • Direct experience configuring and troubleshooting Fortigate (or similar) firewall/network security appliances
  • 4+ years of experience working in an IVD GMP/ISO regulated environment servicing medical devices and supporting IT/networking infrastructure within R&D, hospital, or clinical laboratory settings.
  • Industry networking certification (e.g., CompTIA Network+, Fortinet NSE, or Cisco CCNA)
  • Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPN, firewall rules) with the ability to apply this knowledge to troubleshoot instrument connectivity issues
  • Awareness of FDA and ISO regulations related to instrument support and qualification
  • Meticulous attention to detail to accurately document all activities and ensure quality support both internally and at external sites
  • Strong organizational, multi-tasking, and time management skills
  • Demonstrated ability to learn new skills, software, and networking tools rapidly
  • Ability to be flexible with changing work priorities and follow procedures/manager instructions with a cooperative attitude
  • Strong work ethic and communication skills
  • Comfortable working both independently and collaboratively with IT/network teams and instrument SMEs
 
Why Should You Apply?

Numbers & Facts

LocationPleasanton, CA
Salary$47.61–$80.28 Per Hour

Skills

  • Biotech and Pharmaceuticalunmatched
  • CCNA - Cisco Certified Network Associateunmatched
  • Clinical Laboratoryunmatched
  • Code Reviewsunmatched
  • Communication Skillsunmatched
  • CompTIA Network+unmatched
  • Computer Scienceunmatched
  • Consultingunmatched
  • Customer Satisfactionunmatched
  • Customer Support/Serviceunmatched
  • DHCP (Dynamic Host Configuration Protocol)unmatched
  • DNS (Domain Name System)unmatched
  • Detail Orientedunmatched
  • Develop and Maintain Customersunmatched
  • Documentationunmatched
  • Electrical Engineeringunmatched
  • Electronic Engineeringunmatched
  • FDA Requirementsunmatched
  • Firewall Administrationunmatched
  • Firewallsunmatched
  • GMP (Good Manufacturing Practices)unmatched
  • Hardware Administrationunmatched
  • Hardware Repairunmatched
  • Health Planunmatched
  • Hospitalunmatched
  • IP (Internet Protocol)unmatched
  • IP Addressingunmatched
  • ISO (International Organization for Standardization)unmatched
  • Identify Issuesunmatched
  • Information Technology & Information Systemsunmatched
  • Information/Data Security (InfoSec)unmatched
  • Instrumentationunmatched
  • Intellectual Property (IP)unmatched
  • Interpersonal Skillsunmatched
  • Laboratory Equipmentunmatched
  • Maintenance Servicesunmatched
  • Medical Equipmentunmatched
  • Multitaskingunmatched
  • Network Administration/Managementunmatched
  • Network Connectivityunmatched
  • Network Routersunmatched
  • Network Securityunmatched
  • Network Supportunmatched
  • Network Switchingunmatched
  • Network Systemsunmatched
  • Organizational Skillsunmatched
  • Preventative Maintenanceunmatched
  • Process Validationunmatched
  • Remote Accessunmatched
  • Reporting Skillsunmatched
  • Research & Development (R&D)unmatched
  • Root Cause Analysisunmatched
  • Safety Complianceunmatched
  • ServiceNowunmatched
  • Software Administrationunmatched
  • Software Developmentunmatched
  • Software Upgradesunmatched
  • Subnettingunmatched
  • Systems Administration/Managementunmatched
  • Systems Engineeringunmatched
  • TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
  • Team Playerunmatched
  • Technical Supportunmatched
  • Time Managementunmatched
  • Training/Teachingunmatched
  • VLAN (Virtual Local Area Network)unmatched
  • VPN (Virtual Private Network)unmatched

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