Senior Systems Support Engineer
Job Description
BEPC is actively looking for Senior Systems Support Engineer, in Pleasanton, CA area!
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W2 Contract – 6 months with possible extensions!
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Benefits include medical, dental, vision, and life insurance
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Pay Rate: $60.00 - $79.71/hour - Determined based on experience (Paid Weekly)
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Work Model: This is a fully onsite position.
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Travel: Some local travel to the Santa Clara, CA campus as needed for system and networking support.
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Note: This is a W2 only role — C2C, C2H will not be considered
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Summary of the Role:
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BEPC is seeking a highly motivated Senior Systems Support Engineer to join our client’s site in Pleasanton, CA. This role will support instruments and networked systems used for Research, Development, and Clinical Operations activities located both internally at the Pleasanton and Santa Clara campuses and at external sites.
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The Senior Systems Support Engineer is responsible for the installation and deinstallation, qualification, preventative maintenance, and repair of instruments and software, with a strong emphasis on the networking infrastructure supporting these systems. Key networking responsibilities include IP address mapping, firewall configuration, and network troubleshooting.
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Under guidance from senior team members, this position troubleshoots instrument hardware/software problems and network connectivity issues using service software, system-generated problem reports and error codes, and root cause analysis. The role interfaces daily with coworkers, internal stakeholders, and interdisciplinary functional areas and requires a commitment to customer satisfaction, strong interpersonal skills, and solid judgment.
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Summary of Duties and Responsibilities:
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Instrument & Systems Support
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- Perform preventative maintenance (PMs).
- Perform installation/operational qualifications (IOQs).
- Troubleshoot instruments, replace parts, and perform repairs.
- Install, deinstall, and relocate instruments and computer control units.
- Install or upgrade system and application software.
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Networking Support – Core Focus Area
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- Establish, maintain, and troubleshoot network connections for remote access to internally and externally placed instruments.
- Map and manage IP addresses for networked laboratory instruments and systems.
- Configure, maintain, and troubleshoot Fortigate firewall devices to ensure secure and reliable system connectivity.
- Diagnose and resolve network connectivity issues involving VLANs, switches, routing, DNS, and DHCP that affect instrument and system performance.
- Provide IT hardware and networking support for R&D and training laboratories.
- Work closely with Systems and/or Software Development SMEs to learn instrumentation, software, and networking functionality, including advanced troubleshooting.
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Documentation & Coordination
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- Accurately and promptly document service and support activities 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 requestors.
- Build effective customer and stakeholder relationships through solution-oriented communication and service.
- Provide onsite or remote support as needed.
- Attend team huddles and other meetings, provide updates, and escalate issues as needed.
- Provide IT support for in-house lab-based instruments and the secure data repository as needed.
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Training
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- Train with team members and Development colleagues to acquire instrument service, networking, and troubleshooting skills.
- Take initiative to pursue additional training.
- Under guidance from senior team members, learn to resolve instrument, software, and networking problems of varying scope and complexity by reviewing service documentation and consulting with SMEs.
- Interface with high-level technical support from other functional areas, including Global Customer Support and Systems Development engineers, to obtain expertise for difficult or recurring issues.
- Learn how to execute qualification documents (IQ/OQ).
- Once the appropriate skills and knowledge are acquired, provide training or guidance to other team members on networking, instrument service, or other internal processes.
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Safety & Compliance
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- Comply with all applicable safety policies, practices, and procedures at all times.
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Main Qualifications:
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- Education: Associate’s degree in Electrical/Electronic Engineering, Computer Science, Information Technology with a networking focus, or a related field, or an equivalent combination of education and work experience.
- Experience: 5+ years of experience servicing medical/lab equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory setting.
- Hands-on experience with networking fundamentals, including: IP addressing and subnetting, VLANs, Switches, Routers, Firewalls.
- Direct experience configuring and troubleshooting Fortigate or similar firewall/network security appliances.
- Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall rules, with the ability to apply this knowledge when troubleshooting instrument connectivity issues.
- Awareness of FDA and ISO regulations related to instrument support and qualification.
- Meticulous attention to detail to accurately document activities and ensure quality support internally and at external sites.
- Strong organizational, multitasking, and time-management skills.
- Demonstrated ability to rapidly learn new skills, software, and networking tools.
- Ability to adapt to changing work priorities and follow procedures and manager instructions with a cooperative attitude.
- Strong work ethic and communication skills.
- Comfortable working both independently and collaboratively with IT/network teams.
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Preferred Qualifications:
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- Education: Bachelor’s degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field.
- Experience: 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.
- Certifications:
- Industry networking certification, such as:
- CompTIA Network+
- Fortinet NSE
- Cisco CCNA.
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Interview Process: Two-round interview process: the first round will be conducted by phone, followed by a second-round in-person interview.
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About BEPC
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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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Apply Now!
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Qualified candidates are encouraged to apply by submitting an up-to-date resume that highlights how your experience aligns with the role. Please include specific examples that demonstrate your qualifications. We look forward to connecting with you!