Senior Systems Support Engineer
BEPC Inc. - Business Excellence Professional Consulting
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Benefits offered by this job
Job summary
BEPC Inc., a leading professional consulting firm, seeks a Senior Systems Support Engineer in Pleasanton, CA to support R&D instrumentation and IT infrastructure. The role emphasizes network troubleshooting, firewall configuration, lab instrument support, hardware maintenance, and IQ/OQ in a regulated medical device environment.
The successful candidate will provide comprehensive technical support for connected instruments, servers, and software across Pleasanton and Santa Clara facilities, with
Qualifications
- 5+ years of experience servicing medical/laboratory equipment or networked systems.
- Hands-on experience with networking fundamentals including IP addressing, TCP/IP, VLANs, switches/ routers.
- Experience with firewall configuration and network troubleshooting.
Responsibilities
- Configure, maintain, and troubleshoot network connectivity for laboratory instruments, servers, and computer systems.
- Establish and support secure connections for instruments at internal facilities and remote sites.
- Configure Fortinet FortiGate firewalls and related network security configurations.
- Map, manage, and maintain IP addresses for networked instruments.
- Perform IQ/OQ activities and assist with qualification documentation.
- Provide remote support for external instrument installations.
Skills
Education
Tools
Job description
Job Title: Senior Systems Support Engineer
Location: Pleasanton, CA 94588
Employment Type: W2 Contract – 12 Months with Possibility for Extensions
Pay Rate: $73.00–$79.71/hour – Determined based on experience (Paid Weekly)
Work Location: 4300 Hacienda Drive, Pleasanton, CA 94588
Travel: Occasional Local Travel to Santa Clara, CA, and Remote Support for External Sites
Benefits: Medical, Dental, Vision, and Life Insurance
Note: This is a W2 only role — C2C and C2H will not be considered.
BEPC is seeking an experienced Senior Systems Support Engineer to support our customer's Research & Development (R&D) instrumentation and IT infrastructure in Pleasanton, CA.
This position focuses on network troubleshooting, firewall configuration, laboratory instrument support, hardware maintenance, and system qualification in a regulated medical device and diagnostic environment.
The successful candidate will provide comprehensive technical support for network-connected laboratory instruments, servers, computer systems, and associated software across the Pleasanton and Santa Clara facilities, as well as remote external sites.
A major focus of this role is network infrastructure and connectivity, including configuring and troubleshooting Fortinet FortiGate firewalls, VLANs, TCP/IP networks, switches, routers, DNS/DHCP, VPNs, and IP addressing.
Additional responsibilities include instrument troubleshooting, preventive maintenance, hardware repairs, software upgrades, installation and operational qualifications (IQ/OQ), and coordinating technical service requests through ServiceNow.
The ideal candidate brings 5+ years of experience supporting medical or laboratory equipment and/or networked systems, hands‑on expertise with firewall and network troubleshooting, and strong customer service and technical problem‑solving skills.
This is a fully onsite position requiring collaboration with engineering teams, IT specialists, laboratory personnel, and technical subject matter experts.
- Configure, maintain, and troubleshoot network connectivity for laboratory instruments, servers, and computer systems.
- Establish and support secure network connections for instruments located at internal facilities and remote external sites.
- Configure and troubleshoot Fortinet FortiGate firewalls or comparable network security appliances.
- Diagnose and resolve networking issues involving:
- TCP/IP and IP addressing
- VLANs
- Network switches and routers
- DNS and DHCP
- VPN connectivity
- Firewall rules and network security configurations
- Map, assign, and maintain IP addresses for network-connected laboratory instruments.
- Configure and troubleshoot network folder shares and secure data access.
- Support firewall, server, and workstation configurations to maintain reliable instrument connectivity.
- Investigate network interruptions, communication errors, and connectivity-related instrument issues.
- Collaborate with internal IT teams, network engineers, and software development specialists to resolve complex technical problems.
- Provide IT hardware and networking support for R&D and training laboratories.
- Perform preventive maintenance (PM) on laboratory and diagnostic instrumentation.
- Troubleshoot instrument hardware, software, and connectivity issues.
- Diagnose equipment failures using service software, system-generated error codes, and technical documentation.
- Perform hardware repairs and replace defective components as needed.
- Install, deinstall, and relocate laboratory instruments and associated computer control units.
- Install, configure, and upgrade system software and application software.
- Support Installation Qualification (IQ) and Operational Qualification (OQ) activities.
- Assist with instrument and system qualification documentation.
- Perform root cause analysis to identify and resolve recurring technical issues.
- Work with engineering and development teams to address complex instrument performance problems.
- Maintain reliable instrument operation to support laboratory and R&D activities.
- Investigate hardware, software, server, and network-related system failures.
- Review system-generated error reports, event logs, and service documentation.
- Apply structured troubleshooting techniques to identify root causes.
- Resolve issues affecting laboratory instrument connectivity, functionality, and performance.
- Collaborate with Systems Development, Software Development, and technical subject matter experts (SMEs) to troubleshoot complex problems.
- Escalate unresolved or recurring issues to specialized technical support teams.
- Recommend corrective actions and improvements to prevent recurring system failures.
- Support both onsite and remote technical troubleshooting activities.
- Coordinate, prioritize, and track technical support requests using ServiceNow.
- Triage onsite and remote service requests related to instruments, networking, and IT infrastructure.
- Maintain accurate and timely records of all service and maintenance activities.
- Document troubleshooting steps, corrective actions, equipment repairs, and qualification activities.
- Update electronic equipment management databases and applicable service tracking systems.
- Provide clear status updates to service requestors and internal stakeholders.
- Ensure technical documentation follows approved procedures and quality requirements.
- Participate in team meetings and communicate ongoing technical issues, priorities, and resolutions.
- Escalate service concerns when additional resources or technical expertise are required.
- Provide technical support for laboratory instruments and IT infrastructure used in Research & Development and training environments.
- Collaborate with engineers, laboratory personnel, IT teams, and other functional groups.
- Support secure data repositories and network-connected laboratory systems.
- Build strong working relationships with internal customers and external stakeholders.
- Communicate technical findings and recommendations clearly to both technical and nontechnical audiences.
- Coordinate local onsite support activities between Pleasanton and Santa Clara facilities.
- Provide remote support for external instrument installations and network connectivity issues.
- Demonstrate a customer-focused approach to technical service and problem resolution.
- Participate in ongoing technical training with experienced engineers and subject matter experts.
- Develop advanced knowledge of laboratory instrumentation, system software, and networking functionality.
- Review technical service documentation and established troubleshooting procedures.
- Learn and apply instrument qualification processes, including IQ/OQ execution.
- Work with specialized support teams to develop solutions for complex technical issues.
- Proactively expand knowledge of networking technologies, security appliances, and instrument systems.
- Provide technical guidance and training to other team members as expertise develops.
- Support knowledge sharing and continuous improvement within the technical support team.
- Follow all applicable workplace safety policies, procedures, and laboratory requirements.
- Support compliance with FDA and ISO regulations related to medical device instrumentation and system qualification.
- Maintain accurate service documentation to support equipment traceability and quality requirements.
- Follow approved procedures when performing instrument maintenance, repairs, software upgrades, and qualification activities.
- Maintain awareness of quality and regulatory requirements within diagnostic and laboratory environments.
- Identify and report safety, equipment, or compliance concerns.
- Support continuous improvement initiatives related to system reliability, service quality, and operational efficiency.
- Associate's degree in Electrical Engineering, Electronic Engineering, Computer Science, Information Technology (Networking), or a related technical field; or an equivalent combination of education and work experience.
- 5+ years of experience servicing medical/laboratory equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory environment.
- Hands‑on experience with networking fundamentals, including:
- IP addressing and subnetting
- TCP/IP
- VLANs
- Network switches and routers
- Firewalls
- DNS and DHCP
- Direct experience configuring and troubleshooting Fortinet FortiGate firewalls or similar network security appliances.
- Experience diagnosing and resolving network connectivity issues affecting instruments, servers, or computer systems.
- Ability to troubleshoot hardware, software, and networking problems using technical documentation and diagnostic tools.
- Understanding of VPN connectivity, firewall rules, and secure network communication.
- Experience supporting technical systems in laboratory, medical device, or comparable environments.
- Ability to document technical service activities accurately and consistently.
- Strong analytical, troubleshooting, and root cause analysis skills.
- Familiarity with equipment maintenance, hardware repair, and system software installation.
- Awareness of FDA and ISO regulatory requirements related to laboratory instrument support and qualification.
- Strong organizational, time-management, and multitasking skills.
- Excellent written and verbal communication abilities.
- Demonstrated customer service skills and ability to build productive stakeholder relationships.
- Ability to learn new technical systems, software applications, and networking tools quickly.
- Ability to work independently and collaborate with engineering, IT, and laboratory teams.
- Flexibility to manage changing priorities and follow established technical procedures.
- Ability to work onsite 5 days per week in Pleasanton, CA.
- Availability for occasional local travel to Santa Clara, CA.
- Bachelor's degree in Electrical Engineering, Electronic Engineering, Computer Science, Information Technology, or a related technical field.
- 4+ years of experience in an IVD, GMP, or ISO-regulated environment, supporting medical devices and IT/network infrastructure in R&D, hospital, or clinical laboratory settings.
- Experience servicing in vitro diagnostic (IVD) instruments or other regulated laboratory equipment.
- Advanced experience configuring and troubleshooting Fortinet FortiGate firewalls.
- Industry-recognized networking certifications, such as:
- CompTIA Network+
- Fortinet NSE
- Experience using ServiceNow for incident management, technical support requests, or service coordination.
- Experience performing Installation Qualification (IQ) and Operational Qualification (OQ).
- Experience with preventive maintenance, instrument repair, and system software upgrades.
- Familiarity with laboratory data repositories, network folder shares, and secure instrument connectivity.
- Experience collaborating with software development, systems engineering, and specialized technical support teams.
- Experience providing technical training or mentoring to other support engineers.
- Experience troubleshooting complex networking issues involving laboratory instruments and connected systems.
- Fortinet FortiGate Firewalls
- TCP/IP Networking
- VLANs
- Network Switches & Routers
- DNS & DHCP
- VPN Connectivity
- Firewall Rules & Network Security
- Network Folder Shares
- Server & Workstation Connectivity
- Medical & Laboratory Instrumentation
- Preventive Maintenance (PM)
- Hardware Troubleshooting & Repairs
- Operational Qualification (OQ)
- ServiceNow
- Electronic Equipment Management Databases
- Service Documentation
- Technical Troubleshooting
- Remote Technical Support
- FDA Regulations
- ISO Standards
- GMP-Regulated Environments
- Equipment Qualification
- Laboratory Safety Procedures
- Technical Documentation & Traceability
- Working onsite in laboratory and technical support environments.
- Configuring and troubleshooting network-connected medical and laboratory instruments.
- Managing firewall, server, workstation, and network connectivity issues.
- Performing preventive maintenance, equipment repairs, and qualification activities.
- Responding to technical service requests and documenting support activities.
- Collaborating with engineers, IT teams, laboratory personnel, and technical specialists.
- Providing occasional support at the Santa Clara facility.
- Troubleshooting systems remotely when required.
- Maintaining high standards of customer service, safety, and regulatory compliance.
- Phone Interview: Initial discussion of technical experience, networking expertise, and instrument support background.
- In-Person Interview: Onsite meeting to further evaluate technical qualifications, troubleshooting experience, and overall fit for the position.
BEPC Inc., founded in 2007, is a 100% employee-owned company providing top-tier consulting and staffing solutions across industries like technology, engineering, manufacturing, and project management. At BEPC, we are driven by innovation and a commitment to excellence. We take pride in fostering a collaborative and innovative environment where our team members thrive. With competitive benefits, including medical, dental, vision, and life insurance, BEPC is dedicated to supporting our employees' personal and professional growth.
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