Senior IT Support Engineer (L2/L3) at Insmed in San Diego, CA

Senior IT Support Engineer (L2/L3) Location: Research Development Lab - San Diego At Insmed, every moment and every patient counts — and so does every person who joins in. As a global biopharmaceutical company dedicated to transforming the lives of patients with serious and rare diseases, you’ll be part of a community that prioritizes the human experience, celebrates curiosity, and values every person’s contributions to meaningful progress. That commitment has earned us recognition as Science magazine’s No. 1 Top Employer for five consecutive years, certification as a Great Place to Work® in the U.S., and a place on The Sunday Times Best Places to Work list in the UK. For patients, for each other, and for the future of science, we’re in. Are you? About the Role: We are seeking an experienced, hands-on Senior IT Support Engineer (L2/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 L1 and direct user engagement. You will also: Troubleshoot and resolve complex issues with Windows and macOS, Microsoft 365 (Exchange Online, Teams, OneDrive, 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 of5 years of IT support or systems engineering experience, with strong L2/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 macOS 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 macOS 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 CompTIA 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-EG1 #onsite Pay Range: $48.00-61.00 Hourly Life at Insmed At Insmed, you’ll find a culture as human as our mission—intentionally designed for the people behind it. You deserve a workplace that reflects the same care you bring to your work each day, with support for how you work, how you grow, and how you show up for patients, your team, and yourself. Highlights of our U.S. offerings include: Comprehensive medical, dental, and vision coverage and mental health support, annual wellbeing reimbursement, and access to our Employee Assistance Program (EAP) Generous paid time off policies, fertility and family-forming benefits, caregiver support, and flexible work schedules with purposeful in-person collaboration 401(k) plan with a competitive company match, annual equity awards, and participation in our Employee Stock Purchase Plan (ESPP), and company-paid life and disability insurance Company Learning Institute providing access to LinkedIn Learning, skill building workshops, leadership programs, mentorship connections, and networking opportunities Employee resource groups, service and recognition programs, and meaningful opportunities to connect, volunteer, and give back Eligibility for specific programs may vary and is subject to the terms and conditions of each plan. Current Insmed Employees: Please apply via the Jobs Hub in Workday. Insmed Incorporated is an Equal Opportunity employer. We do not discriminate in hiring on the basis of physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. TotalRewards@insmed.com  and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. Applications are accepted for 5 calendar days from the date posted or until the position is filled. For New York City Residents: To assist in identifying candidates with qualifications matching those required and/or preferred for this role, Insmed uses an Automated Employment Decision Tool (“AEDT”) that employs artificial intelligence to analyze and score information provided in resumes and application materials including, but not limited to, skills, work experience, education, and job-related qualifications. The AEDT does not make final hiring decisions and all final hiring decisions are subject to human oversight and/or review. If you are an applicant for this role and a New York City resident, you have the right to request: A reasonable accommodation, if one is available under applicable law, by emailing TotalRewards@insmed.com; and/or An alternative selection process by emailing Privacy@insmed.com. Information about the type of data collected, the source of that data, and data retention practices related to the AEDT by emailing us at Privacy@insmed.com.