Job Details

Sr. IT Support Engineer

L2 experience, White Glove support
Windows & MacOS administration
Life Sciences GxP FDA compliance experience
Cloud (AWS Azure)
Identity Management (Okta, AD)
Networking - Meraki
Endpoint Management (Intune, Exchange, SentinelOne, Zscaler)\
Powershell

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Job Description: Sr. IT Support Engineer

Location : 3160 Porter Drive, Suite 250 Palo Alto, CA. 94304

Who You Are

We are looking for a Sr. IT Support Engineer who thrives in a hands-on technical role. You ll directly design, implement, and support IT systems and services building solutions, solving problems, and ensuring a seamless experience for end users and business operations.

You bring technical depth, customer service excellence, and the ability to work across teams and with executives. You are passionate about rolling up your sleeves to configure, troubleshoot, and optimize infrastructure and end-user environments that are secure, scalable, and business enabling.

Responsibilities

<>Infrastructure Engineering & Operations</>

Configure, maintain, and troubleshoot networks, servers, and core infrastructure services (Meraki, AWS, Azure, Okta, Data Protection, Endpoint Security, Zoom).

Administer and optimize Office 365 (Exchange, Teams, Intune, SharePoint).

Set up and support SaaS platforms and integrations.

Monitor system health, provision resources, and resolve incidents.

Lead hands-on response to security incidents and remediation efforts.

Ensure compliance with GxP, SOX, HIPAA, and FDA 21 CFR Part 11 requirements.

<>User & Business Support</>

Provide in-person and remote L1/L2/L3 technical support across the company, including direct C-suite assistance.

Operate with excellence utilizing industry best practice process for incident management, problem management, release management, request fulfillment, and change management

Deliver expert troubleshooting for PC, Mac, and mobile devices in a cloud-first environment.

Configure and support collaboration technologies (Teams, Zoom, SharePoint, OneDrive, Egnyte).

Support laboratory IT systems, instrumentation, and business process technologies.

Maintain and support conferencing and video collaboration platforms (Zoom, Teams, A/V technologies).

<>Projects & Technical Execution</>

Evaluate, design, and deploy infrastructure and service solutions.

Translate business requirements into hands-on technical deliverables.

Implement and continuously improve IT services, processes, and technologies through direct execution.

Create automation and scripts (Power Automate, PowerShell, Python, etc.) to improve efficiency and reliability.

Administer software licensing and associated procurement and payment activities

Education, Experience & Skills

Bachelor s degree in Computer Science, Information Systems, or equivalent experience.

5+ years of experience in IT infrastructure and end-user support, ideally in life sciences or biotech.

Experience ensuring compliance with GxP, SOX, HIPAA, and FDA 21 CFR Part 11 requirements.

Expertise in cloud platforms (AWS, Azure), identity management (Okta, AD), networking (Meraki FW/Wi-Fi), and endpoint management (Intune, Exchange, SentinelOne, Zscaler).

Advanced troubleshooting skills in Windows and macOS environments.

Experience with scripting (PowerShell, Python, or similar).

Knowledge of ITIL/ITSM processes, SLA management, disaster recovery, and high availability.

Excellent communication skills with both technical and business stakeholders.

Strong organizational and problem-solving abilities in fast-paced environments.

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