Senior Systems Support Engineer

Iconma Portal•Pleasanton, CA

4d•Onsite

About The Position

The Senior Systems Support Engineer provides hardware, software, networking, and instrument support for client systems used in Research and Development. The role supports instruments across the Pleasanton and Santa Clara campuses and at remote external sites, with a strong focus on networking infrastructure, including IP address mapping, Fortigate firewall configuration, and network troubleshooting. The engineer installs, deinstalls, relocates, qualifies, maintains, and repairs instruments and associated software and computer control units. Under guidance from senior team members, the engineer investigates instrument and network issues using service software, system-generated reports and error codes, service documentation, subject matter experts, and root-cause analysis. The position coordinates service requests through ServiceNow, records service activities in electronic equipment-management databases or other applicable tools, and communicates with requestors and stakeholders. It also involves ongoing training on instrumentation, software, networking, and qualification processes, with the expectation that the engineer may guide or train teammates after acquiring the relevant skills. The role requires compliance with client safety policies and applicable FDA and ISO requirements related to instrument support and qualification.

Requirements

Associate's degree in Electrical/Electronic Engineering, Computer Science, Information Technology (Networking focus), or a related field, or an equivalent combination of education and work experience.
Bachelor's degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field is also listed as a requirement.
At least 3 years of experience servicing medical or laboratory equipment with networking fundamentals, or equivalent; the posting also specifies 5+ years of experience servicing medical/laboratory equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory setting.
4+ years of experience in an IVD GMP/ISO-regulated environment servicing medical devices and supporting IT/networking infrastructure within R&D, hospital, or clinical laboratory settings.
Hands-on networking fundamentals, including IP addressing and subnetting, VLANs, switches, routers, and firewalls.
Direct experience configuring and troubleshooting Fortigate or similar firewall/network security appliances.
Working knowledge of TCP/IP, DNS, DHCP, VLANs, VPN, and firewall rules, with the ability to apply these concepts to troubleshoot instrument connectivity issues.
Awareness of FDA and ISO regulations related to instrument support and qualification.
Meticulous attention to detail in documenting activities and delivering quality support at internal and external sites.
Strong organizational, multitasking, and time-management skills.
Ability to learn new skills, software, and networking tools rapidly.
Flexibility with changing work priorities and ability to follow procedures and manager instructions cooperatively.
Strong work ethic and communication skills.
Ability to work independently and collaboratively with IT/network teams and instrument subject matter experts.

Nice To Haves

Industry networking certification, such as CompTIA Network+, Fortinet NSE, or Cisco CCNA.

Responsibilities

Provide hardware, software, and networking support for client instruments at the Pleasanton and Santa Clara campuses and remote external sites.
Perform instrument preventative maintenance, installation and operational qualifications (IOQs), troubleshooting, repairs, parts replacement, installation, deinstallation, and relocation.
Install and upgrade system and application software and computer control units.
Establish, maintain, and troubleshoot network connections for remote access to instruments at internal and external sites.
Map and manage IP addresses for networked laboratory instruments and systems.
Configure, maintain, and troubleshoot Fortigate firewall devices and diagnose network issues involving VLANs, switches, routing, DNS, and DHCP.
Provide IT hardware and networking support for R&D and training labs, in-house lab instruments, and the secure data repository as needed.
Work with Systems and Software Development subject matter experts and other technical support groups to learn instrumentation and resolve difficult or recurring issues.
Document service and support activities accurately and promptly in electronic equipment-management databases and other applicable tools according to approved procedures.
Coordinate and triage onsite and remote network service requests through ServiceNow and communicate status updates to requestors and stakeholders.
Build customer and stakeholder relationships through solution-oriented communication and provide onsite or remote support as needed.
Attend team huddles and meetings, provide updates, and escalate issues as needed.
Participate in training on instrument servicing, networking, troubleshooting, and qualification documents, including IQ/OQ execution.
After acquiring the required knowledge, provide training or guidance to other team members on networking, instrument service, or internal processes.
Comply with client safety policies, practices, and procedures, and applicable FDA and ISO regulations.