Information Technology Support Engineer at InfoStride
Job Description
Job Title: Senior IT Support Engineer
Location: Palo Alto, CA
Work Type: Onsite
Key Responsibilities
Infrastructure Engineering & Operations
- Configure, maintain, and troubleshoot network, server, and cloud systems (Meraki, AWS, Azure, Okta, Endpoint Security, Data Protection).
- Administer and optimize Microsoft 365 services including Exchange, Teams, Intune, and SharePoint.
- Manage SaaS platforms, integrations, and software licensing.
- Monitor infrastructure health and proactively resolve incidents.
- Lead security incident response and remediation activities.
- Ensure compliance with GxP, SOX, HIPAA, and FDA 21 CFR Part 11 requirements.
User & Business Support
- Provide expert-level L1–L3 support for end users (Windows, macOS, and mobile devices).
- Deliver responsive and professional technical assistance to all staff, including C-suite executives.
- Support collaboration platforms (Teams, Zoom, OneDrive, Egnyte, A/V systems).
- Assist with laboratory IT systems, instrumentation, and business process technologies.
- Follow ITIL best practices for incident, change, and problem management.
Projects & Technical Execution
- Evaluate, design, and implement infrastructure and service improvements.
- Translate business requirements into technical solutions.
- Automate IT workflows using PowerShell, Power Automate, or Python.
- Document processes and contribute to continuous improvement initiatives.
Qualifications Required:
- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
- 5+ years of experience in IT infrastructure and end-user support (life sciences or biotech preferred).
- Cloud platforms: AWS, Azure
- Identity & access: Okta, Active Directory
- Networking: Meraki firewalls/Wi-Fi
- Endpoint management: Intune, SentinelOne, Zscaler
- Advanced troubleshooting in Windows and macOS environments.
- Experience scripting with PowerShell or Python.
- Understanding of ITIL/ITSM, SLA management, and disaster recovery principles.
- Excellent communication and customer service skills.
Preferred:
- Experience supporting laboratory systems or regulated environments (GxP / FDA 21 CFR Part 11).
- Prior experience in biotech, pharma, or life sciences IT environments.
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