Sr. IT Support Engineer

 

Our pharmaceutical client here in Boston, MA is growing and looking to add a Sr. IT Support Engineer to their team (onsite 5 days/week)!  The primary focus of this role is to be the go-to technical resource and advocate for staff located in their Boston office and remotely.  This involves providing high-touch support to company executives, day-to-day end user support and SAAS administration, as well as monitoring of and improving IT processes.  Responsibilities include but not limited to:  

  • Oversee, improve, and participate (as needed) in core IT processes, including but not limited to employee onboarding, offboarding, incident management, and change management.
  • As needed, provide 1st-level technical support to Company’s  executives and personnel.
  • Provide 1st-level network troubleshooting, coordinating with MSP to resolve network issues.
  • Provide 2nd-level technical support for Company’s systems when appropriate.
  • Provide end-user training and documentation for areas of expertise.
  • Troubleshoot audio/video issues in conference rooms.
  • Maintain excellent technical and project documentation and methods.
  • Build expertise in the technical architecture, implementation and operation for core platforms including Microsoft 365, Azure AD Identity Management, and AWS.

Requirements:

  • Bachelor’s degree in Engineering, Computer Science, Information Systems or related field.
  • 3-5 years of hands-on experience in technical customer support, within the biotech or pharmaceutical industry preferred.
  • Experience supporting lab environments preferred.
  • Experience with developing, documenting, and maintaining processes, methods, and tools.
  • Strong experience with Microsoft 365 (including Exchange, Office Suite, and SharePoint); Microsoft Office 365 certification a plus.
  • Experience with Azure AD / SSO / identity provider integrations /MFA technology.
  • Experience supporting common end user computing devices, e.g. PC, Mac, iPhone, iPad.
  • Experience supporting meeting room technology, e.g. Microsoft Teams Rooms
  • Experience in implementation and/or responsibility for computer security.
  • Experience with deploying common scientific applications like GraphPad, SAS, JMP, SnapGene, etc.
  • Must have a functional understanding and experience in the administration and operation of common SAAS applications, e.g. Egnyte, DocuSign, Adobe, etc.
  • Experience supporting wired/wireless infrastructure.

Other:

  • Position requires on-site presence at our Boston office Monday through Friday.
  • Must be eligible to work for any U.S. Employer for an indefinite amount of time.