Senior IT Support Engineer (L2/L3)

Insmed Incorporated•San Diego, CA

2d•$48 - $61•Onsite

About The Position

At Insmed, every moment and every patient counts — and so does every person who joins in. As a global biopharmaceutical company dedicated to transforming the lives of patients with serious and rare diseases, you’ll be part of a community that prioritizes the human experience, celebrates curiosity, and values every person’s contributions to meaningful progress. That commitment has earned us recognition as Science magazine’s No. 1 Top Employer for five consecutive years, certification as a Great Place to Work® in the U.S., and a place on The Sunday Times Best Places to Work list in the UK. For patients, for each other, and for the future of science, we’re in. Are you? About the Role: We are seeking an experienced, hands-on Senior IT Support Engineer (L2/L3) to serve as the primary onsite technical authority for our San Diego, California office. This role supports a mixed environment of corporate end users and Research & Development laboratory (RDL) staff, requiring advanced troubleshooting skills, strong experience with Cisco networking and audio-visual (AV) technologies, Zoom and Webex administration, lab/instrument PC support, and a solid understanding of foundational security practices. You will be the go-to resource for end-user support, network/AV maintenance, lab IT support, and office IT infrastructure, working independently while collaborating with remote IT, Network, Security, and Lab Informatics teams to ensure smooth operations for all employees. You must have availability for occasional after-hours or weekend work to support maintenance windows and critical incidents.

Requirements

Minimum of 5 years of IT support or systems engineering experience, with strong L2/L3 troubleshooting capabilities.
Ability to lift and carry IT equipment (monitors, docking stations, laptops, AV components, etc.) up to 50 lbs.
Frequent movement within the office and lab spaces to provide support and manage equipment setups, including under-desk and rack-level work.
Comfort working in laboratory environments while following all site EHS and lab safety requirements (PPE, restricted areas, etc.).
Proficiency in Windows and macOS administration, Microsoft 365 / Exchange Online, and modern VPN/remote access technologies.
Hands-on experience with Cisco networking (switching, routing, wireless) and Cisco/Webex AV solutions.
Demonstrated experience supporting conference room AV and video conferencing platforms (Zoom Rooms, Webex, Microsoft Teams Rooms).
Familiarity with security tools and best practices, including MFA, endpoint protection (EDR/AV), and patch management.
Experience working in a regulated or quality-driven environment (life sciences, biotech, pharma, healthcare, or similar) is strongly preferred.

Nice To Haves

Experience with macOS device management (Jamf, VMware Workspace ONE / AirWatch / Intune).
Hands-on experience with Zoom Rooms, Cisco Webex, and Microsoft Teams Rooms conferencing environments.
Experience with ServiceNow ITSM (Incident, Request, Change, Asset/CMDB).
Industry certifications such as CompTIA A+/Network+/Security+, Cisco CCNA, Microsoft 365 Certified, or Apple Certified Support Professional are a plus.

Responsibilities

Provide advanced onsite support for hardware, software, and connectivity issues, including escalations from L1 and direct user engagement.
Troubleshoot and resolve complex issues with Windows and macOS, Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint), VPN, and multi-factor authentication systems.
Manage and maintain ServiceNow tickets, ensuring timely resolution, accurate documentation, and adherence to defined SLAs.
Manage and support Cisco video conferencing systems (e.g., Webex Room Kits, Codec Pro/Plus, Navigator panels), including firmware updates, configuration, and troubleshooting.
Support and configure Cisco networking equipment (switches, routers, wireless access points, Meraki where applicable), including VLAN basics, trunk and access port configurations.
Serve as the primary IT contact for Research & Development laboratory users, supporting instrument-attached PCs, lab workstations, and shared scientific computing resources.
Partner with Scientific Computing, Lab Informatics, and instrument vendors on installation, validation support, and lifecycle management of lab-connected systems.
Maintain segmented lab network connectivity, ensuring instruments and lab PCs are properly configured, patched (where permitted), and protected.
Support data transfer workflows from instruments to network shares, ELN/LIMS systems, and other R&D platforms; troubleshoot connectivity, permissions, and storage issues.
Follow change-control practices appropriate to a regulated R&D environment, including documentation of configuration changes on validated or qualified systems.
Ensure computers and devices are kept up to date with antivirus/EDR, OS patches, and disk encryption in line with enterprise standards.
Troubleshoot VPN, ZTNA, and firewall access issues for both corporate and lab users.
Oversee IT asset lifecycle from deployment to retirement, ensuring accurate ServiceNow asset tracking and chain of custody.

Benefits

Comprehensive medical, dental, and vision coverage and mental health support
Annual wellbeing reimbursement
Access to our Employee Assistance Program (EAP)
Generous paid time off policies
Fertility and family-forming benefits
Caregiver support
Flexible work schedules with purposeful in-person collaboration
401(k) plan with a competitive company match
Annual equity awards
Participation in our Employee Stock Purchase Plan (ESPP)
Company-paid life and disability insurance
Company Learning Institute providing access to LinkedIn Learning, skill building workshops, leadership programs, mentorship connections, and networking opportunities
Employee resource groups
Service and recognition programs
Meaningful opportunities to connect, volunteer, and give back