Senior Systems Support Engineer

Reference: 631915

Posted:

Location:

Pleasanton, CACompany:
Planet Pharma Group Contact:
Applications Email: applicationsA Senior Systems Support Engineer provides service on instruments and networked systems used for Research, Development, and Clinical Operations activities located both internally (campuses in Pleasanton and Santa Clara, California) and at external sites.

This role is responsible for the installation/deinstallation, qualification, preventative maintenance, and repair instruments and software, with a strong emphasis on the networking infrastructure that supports these systems, including IP address mapping, Fortigate firewall configuration, and network troubleshooting. Under guidance from senior team members, the Senior Systems Support Engineer troubleshoots instrument hardware-software problems and network connectivity issues by using service software, reviewing system-generated problem reports/error codes, and performing root cause analyses.

Being a team player is essential, as this position interfaces daily with coworkers, internal stakeholders, and various interdisciplinary functional areas within the organization.

The Senior Systems Support Engineer must be committed to customer satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment. This position is based at the Pleasanton campus with some travel locally to the Santa Clara campus as needed for system and networking support.

Essential Job Functions & Major Contributions
Instrument & Systems Support
Perform preventative maintenance (PMs)
Perform installation/operational qualifications (IOQs)
Troubleshoot, replace parts, and perform repairs on instruments
Install/deinstall/relocate instruments and computer control units
Install or upgrade system and application software
Networking Support (Core Focus Area)
Establish, maintain, and troubleshoot network connections for remote access to internally and externally placed instruments
Map and manage IP addresses for networked lab instruments and systems
Configure, maintain, and troubleshoot Fortigate firewall devices to ensure secure and reliable connectivity for  systems
Diagnose and resolve network connectivity issues (e.g., VLANs, switches, routing, DNS/DHCP) affecting instrument and system performance
Provide IT hardware and networking support for R&D and training labs
Work closely with Systems and/or Software Development subject matter experts (SMEs) to learn instrumentation, software, and networking functionality, including advanced troubleshooting knowledge

Documentation & Coordination
Document all service and support activities accurately and in a timely manner in the electronic equipment management database and/or other applicable software tools according to approved procedures
Coordinate and triage onsite and/or remote network service requests using Service Now and communicate status updates to the service requestor
Build effective customer/stakeholder relationships through solution-oriented communication and service, providing on-site or remote support as needed
Attend and contribute updates during team huddles and other meetings, escalating issues as needed
Provide IT support for in-house lab-based instruments and the secure data repository as needed

Training Requirements
Train with team members and Development colleagues to acquire instrument service, networking, and troubleshooting skills, with self-initiative to pursue additional training
Under guidance from senior team members, learn to solve a variety of instrument, software, and networking problems by reviewing service documentation and consulting with SMEs
Interface with high-level technical support from other functional areas to obtain expertise for difficult or recurring issues
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