Senior IT Support Engineer (L2/L3)

TL;DR

Senior IT Support Engineer (L2/L3): Provide advanced onsite technical support for corporate end users and R&D laboratory staff in San Diego office with an accent on Cisco networking, AV systems, and lab instrument PCs. Focus on troubleshooting complex connectivity issues, maintaining segmented lab networks, and ensuring security compliance in regulated biotech environment.

Location: Full-time, in-person presence required in San Diego, California office

$48.00-61.00 Hourly

Company

Global biopharmaceutical company dedicated to transforming lives of patients with serious and rare diseases.

What you will do

• Troubleshoot and resolve complex hardware, software, and connectivity issues on Windows/macOS, Microsoft 365, VPN, and MFA for corporate and lab users.
• Manage ServiceNow tickets, ensuring SLA adherence, documentation, and timely resolutions.
• Maintain Cisco networking equipment (switches, routers, wireless) and video conferencing systems (Webex Room Kits, Zoom), including configurations and firmware updates.
• Support R&D lab users with instrument-attached PCs, workstations, data transfers to ELN/LIMS, and lifecycle management in collaboration with vendors and informatics teams.
• Ensure device security with antivirus/EDR, patching, encryption, and follow change-control practices in regulated environment.
• Oversee IT asset lifecycle and handle occasional after-hours/weekend support for maintenance and incidents.

Requirements

• Minimum 5 years IT support/systems engineering experience with strong L2/L3 troubleshooting
• Proficiency in Windows/macOS administration, Microsoft 365/Exchange Online, VPN/remote access
• Hands-on Cisco networking (switching, routing, wireless) and Webex/Zoom AV solutions
• Experience supporting conference room AV/video platforms and security best practices (MFA, EDR, patching)
• Ability to lift 50 lbs, work in lab environments with PPE, and frequent physical movement in office/lab
• Full-time onsite in San Diego office; occasional after-hours/weekend availability

Nice to have

• macOS device management (Jamf, Intune)
• ServiceNow ITSM experience
• Industry certifications (CompTIA, Cisco CCNA, Microsoft 365, Apple)
• Regulated environment experience (biotech, pharma)

Culture & Benefits

• Comprehensive medical, dental, vision, mental health support, EAP, and wellbeing reimbursement
• Generous PTO, fertility/family benefits, caregiver support, flexible schedules
• 401(k) with match, equity awards, ESPP, company-paid life/disability insurance
• Learning Institute with LinkedIn Learning, workshops, mentorship, networking
• Employee resource groups, recognition programs, volunteering opportunities