Senior Systems Support Engineer

Spectraforce Technologies, Inc.; Pleasanton (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

Spectraforce Technologies, Inc. is seeking a Senior Systems Support Engineer to oversee installation, qualification, preventive maintenance, and repair of laboratory instruments and networking systems at Pleasanton and Santa Clara campuses.

The role emphasizes network infrastructure, IP mapping, Fortigate firewall configuration, and secure remote access. Responsibilities include diagnosing network issues, supporting IT hardware for R&D labs, and collaborating with SMEs to enhance troubleshooting

Qualifications

• Associate's degree in a technical field or equivalent combination of education and work experience.
• Bachelor's degree preferred in a related field.
• 5+ years of experience servicing medical/lab equipment or supporting networked systems in RD/hospital/clinical lab.
• Experience configuring Fortigate firewall/network security appliances.
• Industry networking certification (e.g., Network+, NSE, or CCNA) preferred.

Responsibilities

• Perform preventive maintenance on instruments and networked systems.
• Install/IOQs, troubleshooting, and repairs of instruments.
• Establish and troubleshoot network connections for remote access to instruments.
• Manage IP addresses and configure Fortigate devices for secure connectivity.
• Document activities in the equipment management database and tools.
• Coordinate onsite and remote network service requests using ServiceNow.

Skills

Networking fundamentals

Troubleshooting

Documentation

Communication

Team collaboration

Education

Associate's degree in Electrical/Electronic Engineering or IT (Networking focus)

Bachelor's degree in Electrical/Electronic Engineering or IT

Tools

Fortigate firewall

ServiceNow

IP addressing

Job description

Title: Senior Systems Support Engineer

Duration: 12 Months - Possible extension

Location: Pleasanton, CA 94588

Onsite (based at Pleasanton campus with some local travel to Santa Clara campus as needed)

Position Summary:

• A 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 of 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.

Key Responsibilities:

• Perform preventative maintenance (PM;s)
• 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
• 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
• 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 ServiceNow 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
• 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 of diverse scope and complexity by reviewing service documentation and consulting with SMEs
• Interface with high-level technical support from other functional areas, e.g., Global Customer Support (GCS), Systems Development engineers) to obtain expertise for difficult or recurring issues
• Learn how to execute qualification documents (IQ/OQ)
• Once skill/knowledge is acquired, provide training or guidance to other team members on networking, instrument service, or other internal processes
• Comply with safety policies, practices, and procedures at all times

Qualification & Experience:

• Education Required: Associate;s degree in Electrical/Electronic Engineering, Computer Science, Information Technology (Networking focus), or a related field, or equivalent combination of education and work experience
• Preferred: Bachelor;s degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field
• Experience Required: 5+ years of experience servicing medical/lab equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory setting, including hands-on experience with networking fundamentals (IP addressing/subnetting, VLANs, switches, routers, and firewalls)
• Direct experience configuring and troubleshooting Fortigate (or similar) firewall/network security appliances
• Preferred: 4+ years of experience working in an IVD GMP/ISO regulated environment servicing medical devices and supporting IT/networking infrastructure within R&D, hospital, or clinical laboratory settings.
• Industry networking certification (e.g., CompTIA Network+, Fortinet NSE, or Cisco CCNA)
• Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPN, firewall rules) with the ability to apply this knowledge to troubleshoot instrument connectivity issues
• Awareness of FDA and ISO regulations related to instrument support and qualification
• Meticulous attention to detail to accurately document all activities and ensure quality support both internally and at external sites
• Strong organizational, multi-tasking, and time management skills
• Demonstrated ability to learn new skills, software, and networking tools rapidly
• Ability to be flexible with changing work priorities and follow procedures/manager instructions with a cooperative attitude
• Strong work ethic and communication skills
• Comfortable working both independently and collaboratively with IT/network teams and instrument SMEs