IT Field Services Engineer

Singular Genomics•San Diego, CA

9d•Hybrid

About The Position

The IT Field Service Engineer will support our talented and organized internal IT team in partnership with customer care to drive our instrument compute implementation, adoption and support. Additionally, you will have the opportunity to continue building your engineering ability, solidifying and supporting a cutting-edge, growing environment. You will apply technical skills and creativity in support of Next Gen Sequencing (NGS) instrument development for Singular Genomics platforms. This role reports to the SVP, IT & InfoSec. This position is hybrid/remote and typically works a standard shift of 8-5pm local time. The position requires travel to client sites (up to 50%) as well as our main HQ and may require some flexible shift changes as discussed workload arises.

Requirements

Bachelor's Degree or Certification in IT, Information Systems or related.
2+ years of working in IT Operations and/or Customer Support with an IT focus
2+ years Clinical, diagnostic or research laboratory system implementation experience
2+ years supporting policy around laboratory compliance
Resourcefulness, critical thinking and problem-solving aptitude
Excellent working knowledge and hands-on experience on managing computer systems and servers, security, network, system administration, database, and data storage systems.
Strong & motivated willingness to learn, handle tasks and be a “self-starter”
Knowledge of basic Linux administration, commands and interaction is preferred
Knowledge of Powershell, Azure AD/EntraID, Okta and/or other enterprise authentication & system management platforms is required
Knowledge of enterprise networking is required specifically with cloud managed network devices such as Cisco Meraki, Juniper MIST or other relevant experience
2-3+ years of experience in Microsoft windows Server OS administration
2-3+ years of demonstrated ability to solve issues with innovative solutions.
Ability to self-manage day to day tasks without direct attention.
Prior experience with a IT ticketing system such as Zendesk, Samange, Jira or other
Able to analyze customer needs and reach acceptable solutions including de-escalation of attitudes when needed for quality customer service
Able to maintain confidentiality of information, systems, and employees and client observations
Experience administering AzureAD, Okta, Microsoft AD, ADFS, DNS, DHCP or similar

Nice To Haves

Previous experience with laboratory/diagnostic company/life science growth and expansion both in the US and global
Prior experience as part of a IT buildout team or similar within start-up environment
Knowledge and application of multi-operating systems including Windows, Mac, Linux/Unix and SAN/NAS platforms.
Experience using and/or troubleshooting cloud datacenters such as AWS or Azure.

Responsibilities

Provide support, engineering and implementation of our G4X instrument configuration to delivery
Manage client documentation and asses’ improvements to solidify our client deployments
Support training peers and related colleagues in similar job functions
Manage IT related product compute and security escalations to team members, with a efficient time optimized approach
Serve as intermediate between other field service engineers and Tier 3 IT team as well as product development group
Triage, document and maintain client support requests and deliver solutions
Service, repair and upgrade in-scope systems onsite at client sites
Manage 3rd party warranty vendor(s) for in-scope repairs and change orders
Provide IT service when instrument workload is low, including supporting enterprise IT helpdesk, systems administration, project rollout, security platform assistance and other duties as assigned.
Support and utilize imaging platforms for machine preparation
Monitors system performance, resources and capacity to ensure availability and support lifecycle planning
Performs system and hardware diagnostics, and manages machine lifecycle