Information Technology Support Engineer

Our client (biotechnology industry) is searching for a IT Support Engineer to deliver excellence in technology and support services during instrument integration phases to enable a secure, frictionless, user digital experience.

This will be an onsite support position and will require the ability to travel between different buildings and locations in Cambridge and Watertown. The role operates on a 12-month+ contract with possibility of conversion to perm. Lab IT or life sciences experience preferred, but not required.

Key Responsibilities:

• Supporting end-users via ticketing systems and phone queue
• Assisting with adoption of forward-thinking technology in a rapid-growth environment
• Providing white-glove support to department heads and Executive team
• Troubleshooting day to day technical issues
• Creating new users, configuring laptops, and setting up their desks/workstations
• Training and assisting on use of tools and technology to meet business needs
• Documenting and maintaining assets, configurations, passwords, processes, etc.
• Assisting with office moves, upgrades, and AV deployments
• Understand customer requirements and business objectives
• Influence vendors, lab processes, data flow and infrastructure
• Ensure adherence to global Information Security and Quality standards and policies for all products/services
• Contribute to the definition and implementation of the concept-to-production (or retirement of) processes
• Support teams in technical evaluations throughout the entire lifecycle (e.g., identification, evaluation, review, implementation, or termination of emerging technologies)
• Author SOPs for the Laboratory policy guide
• Develop and maintain department policies and procedures

Qualifications:

• Soft skills (personality, relationship-building, communication)
• Experienced and comfortable providing white glove service
• 5+ years of IT support experience
• At least 2 years progressive experience with hands-on troubleshooting and support for systems in a research lab environment
• Mac & Windows OS experience
• Experience with SaaS (e.g., Microsoft365/ SharePoint/ Egnyte/ Zoom)
• Audio & Video Conferencing experience (Teams/Zoom)
• Troubleshooting skills

Nice to have:

• 1+ years of experience in AWS preferred
• Experience with ticketing systems (e.g., Zendesk/ConnectWise)
• Experience with cloud ID services e.g., Okta/Microsoft SSO and MFA providers such as Okta Verify/Microsoft Authenticator
• Mobile Device Management experience (e.g., Intune)
• Working Knowledge of Active Directory / Azure AD
• Working functional knowledge of Public Cloud (e.g., AWS, Microsoft Azure)
• PowerShell, Scripting & Automation
• Familiarity of IT setup of lab instruments as GE, Mermade, Hamilton, Waters, Cytiva/ Akta, and Agilent