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Senior Systems Support Engineer
ICONMA, LLC
- 🇺🇸 United States
- On-site
- Senior
- 5 hours ago
- $47.61 – $80.28 / hour
- VLANs
- ServiceNow
- DNS
- DHCP
- triage
- Network Security
- GMP
- CompTIA Network+
- Fortinet
- Cisco
- CCNA
- TCP/IP
5 hours ago
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?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Senior Systems Support Engineer · ICONMA, LLC