IT Engineer II

About the role

We are seeking a motivated IT Support Engineer to provide hands-on end user and platform support in a highly adaptive, rapidly evolving environment at Generate Biomedicines. As an integral member of the Enterprise IT team, you will play a key role in providing end user technical support, performing scheduled and on-demand maintenance, end point and platform configuration management, and associated monitoring.

Responsibilities

• Be a point of contact to staff and provide end user support
• Respond to and triage IT events and requests within the end user and lab environments within structured workflows
• Properly troubleshoot and escalate tickets while collaborating towards resolution both within and beyond the Enterprise IT team
• Critically intake, analyze, and process information provided, and problem solve root causes of tactical support issues
• Recognize and suggest potential forward looking solutions for increased workflow efficiency and automation
• Participate in and add to recurring sprint meetings with lab staff and the Enterprise IT team
• Provide asset management and inventory support
• Image, configure, and deploy, and maintain hardware and lab instruments within prescribed frameworks as part of onboarding, continual support, and offboarding
• Write, search, and follow technical process documentation

Requirements

• 4 years of collective IT experience, with 2 years of direct support experience in Tier 1/Tier 2 roles
• Confident ability delivering timely break/fix on a variety of devices, platforms, and SaaS components at both the end user and infrastructure levels
• Well-developed scripting knowledge and experience
• ITSM ticketing service and structured change control experience
• Ability to navigate and understand intricacies and interdependencies surrounding directory management and access provisioning at the local and platform levels
• Solid understanding of basic network connectivity and protocols
• Strong communication skills to help bridge the gap between scientists, IT, and administration
• Troubleshooting acumen within Windows and Mac operating systems, Entra & Active Directory environments, associated log analysis, and associated security protocols
• Demonstrated comfort leveraging and supporting LLMs and agentic tools / processes

Qualifications

• Preferred Qualifications: Degree(s) in associated technology and / or information security disciplines
• Relevant certifications such as Microsoft 365, CompTIA A+:, CompTIA Security+, Cisco Certified Support Technician (CCST), Apple Certified Support Professional (ACSP), ITIL Foundation, or similar
• Previous working experience supporting a lab/scientific research environment
• Previous working experience supporting a highly regulated technical environment