IT Desktop Remote Support Engineer

About the role

An experienced IT Desktop Remote Support Engineer is sought to deliver high-quality L1/L2 remote support in a dynamic, cloud-first and regulated environment. The role suits someone who enjoys troubleshooting, works with modern cloud technologies and supports both business and specialized biotech applications. Schedule: Monday to Friday, 8:00 AM to 8:00 PM PT.

Key responsibilities

• Provide SLA-based L1/L2 remote IT support for end users on Windows and macOS
• Troubleshoot hardware, software, connectivity and access issues
• Manage user accounts, access provisioning and de-provisioning, and password resets
• Administer and support cloud and SaaS platforms (Microsoft 365/Azure, AWS, Google Cloud)
• Configure and deploy endpoints remotely, manage OS, app and security updates
• Support backup, recovery access and basic log monitoring
• Provide first-line support for critical systems such as NetSuite and Benchling
• Run application access reviews and IT controls (SOX/GxP-related)
• Serve as escalation point for junior team members and collaborate across IT teams

Required profile

• 3+ years of experience providing remote L1/L2 IT support
• Background in security controls, access management and compliance processes
• Experience supporting ERP systems (e.g. NetSuite) and/or ELN/LIMS tools (e.g. Benchling)
• Comfortable working in regulated environments (biotech, pharma, life sciences preferred)
• Strong communication skills and a customer-first mindset

Required skills

• Hands-on Microsoft 365/Azure, with exposure to AWS or Google Cloud
• Managing Windows and macOS endpoints via MDM/RMM tools