Lab Operations - Engineer II – Client Technology

The Engineer II - Client Technology provides advanced engineering support across a broad range of technologies and platforms. This role plays a critical part in anticipating and resolving escalated technical issues and ensuring the reliability and performance of end-user technologies. Uses approved AI assistants to accelerate diagnosis, documentation, and training deliverables while retaining human decision-making for remediation actions. Owns the standardization of repeatable fixes into runbooks and decision trees that improve consistency across human and AI-assisted support.

• Engineer, analyze, configure, implement, and maintain technology tools and solutions Product Development & Delivery:
  Diagnose and resolve complex hardware, software, and application issues, ensuring minimal disruption to business operations
• Proactively ensure user devices are secure, compliant, and performing efficiently, regularly coordinating upgrades, patches and refreshes Leverage diagnostic tools, monitoring platforms and system logs, using AI-assisted correlation and summarization where approved to accelerate root cause identification; validate findings prior to remediation
• Engineer, analyze, configure, implement, and maintain technology tools and solutions Convert recurring incident patterns into structured, human-owned runbooks and decision trees that define resolution steps, verification checks, and escalation criteria
• Classify AI-assisted recommendations by risk (low/medium/high) and apply appropriate validation and peer review prior to executing changes
• Stakeholder Management &
  
  Cross-Functional Collaboration:
  
  Work closely with stakeholders to understand their technology needs and deliver solutions
• Continuously evaluate user needs, proactively designing and implementing strategies that support updated, high-performing user technologies and create a positive user experience
• Collaborate with cross-functional teams to implement and validate solutions as needed
• Understand and support specialized business use cases of client technologies
• Operational Excellence, Quality & Compliance:
  Access and manage systems via administrative consoles with elevated privileges Create documentation for technical solutions, deployment procedures, and automation scripts (AI-assisted drafting permitted) to ensure accuracy, compliance, and usability
• Provide product training to internal support staff on relevant technologies, including how to validate AI-assisted troubleshooting suggestions and when to bypass AI for sensitive/escalated scenarios
• Performs other duties as assigned
• Complies with all policies and standards

No supervisory responsibilities.

• Education:
  
  High School diploma and 9 years of experience; or Associate’s degree and 7 years of experience; or Bachelor’s degree and 5 years of related experience; or Equivalent combination of education and experience.
• Experience:
  
  Proven experience analyzing and solving complex technical problems on a broad range of technology platforms
• Experience:
  
  Implementing engineering solutions to client technology issues
• Experience:
  
  Familiarity with administrative consoles and elevated system access
• Experience:
  
  Working in Agile environments and using ticketing systems (e.g., JIRA, JSM)
• Experience:
  
  Delivering an exceptional client experience
• Technical certification may be required
• Knowledge, Skills and Abilities Required:
  
  Proven ability to use engineering practices and principles to resolve technical issues in an IT environment
• Knowledge, Skills and Abilities Required:
  
  Advanced knowledge of troubleshooting and maintaining client technologies
• Knowledge, Skills and Abilities Required:
  
  Ability to resolve complex technical issues and contribute to process improvements
• Knowledge, Skills and Abilities Required:
  
  Ability to work independently and exercise sound judgment
• Knowledge, Skills and Abilities Required:
  
  Experience with scripting or automation tools to streamline tasks and workflows
• Knowledge, Skills and Abilities Required:
  
  Ability to proactively seek out areas of improvement and drive solutions
• Knowledge, Skills and Abilities Required:
  
  Effective communication with cross-functional teams and end users
• Knowledge, Skills and Abilities Required:
  
  Ability to document solutions and contribute to knowledge bases
• Knowledge, Skills and Abilities Required:
  
  Strong knowledge of product-centric and agile framework models
• Knowledge, Skills and Abilities…