TECHNICAL SUPPORT ENGINEER

Company: Signature IT World Inc
Location: Hercules
Posted on: October 11, 2024

Job Description:

Job title: Tech Support EngineerLocation: Hercules, CA (Onsite- 5 Days in a week)Contract Job Description: Must haves:

• Technical support background (including software background)
• Medical domain exp Nice to have:Python (basic) MSR - Maintenance software rep Position Overview: The MSR plays a critical role in ensuring the smooth operation of our back lab environment. This position involves troubleshooting technical issues, installing new versions of software on instruments, analyzing logs to identify errors, and implementing effective workarounds. The MSR will collaborate closely with various teams to enhance operational efficiency and maintain high-quality standards in our lab processes.

• Troubleshooting: Investigate and resolve technical issues related to lab equipment and software systems. Provide timely support to lab personnel to minimize downtime. Requires 5 days a week in the office.
  • Log Analysis: Review and interpret logs to diagnose errors and identify trends. Document findings and develop recommendations for process improvements.
  • Software Testing and Installation: Test and install new builds of software onto laboratory instruments, ensuring compatibility and optimal functionality.
  • Error Resolution: Implement and document workarounds for identified issues, ensuring minimal disruption to lab operations.
  • Collaboration: Work closely with software, hardware, and assay teams to address challenges and streamline processes. Communicate effectively to ensure all stakeholders are informed of ongoing issues and resolutions.
  • Documentation: Maintain accurate records of troubleshooting efforts, resolutions, and standard operating procedures. Create and update technical documentation as necessary.
  • Training Support: Assist in training lab personnel on new systems, processes, and troubleshooting techniques to enhance overall team capability.
  • Continuous Improvement: Identify opportunities for process optimization and efficiency improvements within the lab environment. Qualifications:
    • Experience: 4+ years of experience in a technical support or field service role, preferably in a laboratory or technical environment.
    • Technical Skills: Strong understanding of lab equipment and software systems. Proficiency in reading and interpreting logs and troubleshooting technical issues. Knowledge of Jira preferred.
    • Problem-Solving: Excellent analytical and problem-solving skills with the ability to think critically and work independently.
    • Communication: Strong verbal and written communication skills. Ability to explain technical concepts to non-technical personnel.
    • Attention to Detail: Highly organized with a keen eye for detail, ensuring accuracy in documentation and troubleshooting effortsWork Environment: This position may require occasional shifts outside of standard working hours and may involve working in a laboratory setting with exposure in Biosafety Level 2 (BSL-2) laboratory to various equipment and technologies.

Keywords: Signature IT World Inc, Alameda , TECHNICAL SUPPORT ENGINEER, IT / Software / Systems , Hercules, California