We are seeking an experienced, hands-on Senior IT Support Engineer (L 2/ L3) to serve as the primary onsite technical authority for our San Diego, California office. This role supports a mixed environment of corporate end users and Research & Development laboratory (RDL) staff, requiring advanced troubleshooting skills, strong experience with Cisco networking and audio-visual (AV) technologies, Zoom and Webex administration, lab/instrument PC support, and a solid understanding of foundational security practices. You will be the go-to resource for end-user support, network/ AV maintenance, lab IT support, and office IT infrastructure, working independently while collaborating with remote IT, Network, Security, and Lab Informatics teams to ensure smooth operations for all employees. You must have availability for occasional after-hours or weekend work to support maintenance windows and critical incidents. What You'll Do: In this role, you’ll have the opportunity to provide advanced onsite support for hardware, software, and connectivity issues, including escalations from L 1 and direct user engagement. You will also:Troubleshoot and resolve complex issues with Windows and mac. OS, Microsoft 365 (Exchange Online, Teams, One. Drive, SharePoint), VPN, and multi-factor authentication systems. Manage and maintain ServiceNow tickets, ensuring timely resolution, accurate documentation, and adherence to defined SLAs. Manage and support Cisco video conferencing systems (e.g., Webex Room Kits, Codec Pro/ Plus, Navigator panels), including firmware updates, configuration, and troubleshooting. Support and configure Cisco networking equipment (switches, routers, wireless access points, Meraki where applicable), including VLAN basics, trunk and access port configurations. Serve as the primary IT contact for Research & Development laboratory users, supporting instrument-attached PCs, lab workstations, and shared scientific computing resources. Partner with Scientific Computing, Lab Informatics, and instrument vendors on installation, validation support, and lifecycle management of lab-connected systems. Maintain segmented lab network connectivity, ensuring instruments and lab PCs are properly configured, patched (where permitted), and protected. Support data transfer workflows from instruments to network shares, ELN/ LIMS systems, and other R&D platforms; troubleshoot connectivity, permissions, and storage issues. Follow change-control practices appropriate to a regulated R&D environment, including documentation of configuration changes on validated or qualified systems. Ensure computers and devices are kept up to date with antivirus/ EDR, OS patches, and disk encryption in line with enterprise standards. Troubleshoot VPN, ZTNA, and firewall access issues for both corporate and lab users. Oversee IT asset lifecycle from deployment to retirement, ensuring accurate ServiceNow asset tracking and chain of custody. Who You Are:You have a minimum of 5 years of IT support or systems engineering experience, with strong L 2/ L3 troubleshooting capabilities. You will or you have:?Ability to lift and carry IT equipment (monitors, docking stations, laptops, AV components, etc.) up to 50 lbs. Frequent movement within the office and lab spaces to provide support and manage equipment setups, including under-desk and rack-level work. Comfort working in laboratory environments while following all site EHS and lab safety requirements (PPE, restricted areas, etc.). Proficiency in Windows and mac. OS administration, Microsoft 365 / Exchange Online, and modern VPN/remote access technologies. Hands-on experience with Cisco networking (switching, routing, wireless) and Cisco/ Webex AV solutions. Demonstrated experience supporting conference room AV and video conferencing platforms (Zoom Rooms, Webex, Microsoft Teams Rooms). Familiarity with security tools and best practices, including MFA, endpoint protection (EDR/ AV), and patch management. Experience working in a regulated or quality-driven environment (life sciences, biotech, pharma, healthcare, or similar) is strongly preferred. Nice to have (but not required):Experience with mac. OS device management (Jamf, VMware Workspace ONE / AirWatch / Intune). Hands-on experience with Zoom Rooms, Cisco Webex, and Microsoft Teams Rooms conferencing environments. Experience with ServiceNow ITSM (Incident, Request, Change, Asset/ CMDB). Industry certifications such as Comp. TIA A / Network / Security , Cisco CCNA, Microsoft 365 Certified, or Apple Certified Support Professional are a plus. Where You’ll Work This role is based out of our San Diego office and requires full-time, in-person presence to support hands-on collaboration, access specialized equipment, and/or operational needs. #LI-EG 1#onsite.