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Onsite IT Support Engineer

Position Overview

Ostari is seeking an experienced Onsite IT Support Engineer to provide dedicated, customer-facing IT support in San Diego.

This is a high-visibility position requiring a strong combination of technical troubleshooting ability, professionalism, communication skills, and customer service. The successful candidate will have broad hands-on IT support experience and be comfortable working independently in a fast-paced, high-touch environment supporting end users, executives, workstations, infrastructure, and specialized laboratory systems.

Key Responsibilities

• Provide responsive, professional onsite technical support to end users to meet contractual Service Level Agreements.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, application, network, and peripheral issues.
• Support Windows 10/11 workstations and provide support for macOS systems as needed.
• Support specialized computers and systems associated with laboratory instruments.
• Administer and troubleshoot Microsoft 365 and Microsoft Entra ID environments.
• Perform user account administration, access management, MFA support, group membership changes, and related identity-management tasks.
• Troubleshoot basic network connectivity, VPN, DNS, DHCP, switching, and wireless issues.
• Accurately document all troubleshooting, resolutions, and work performed within the organization’s ticketing/PSA system.
• Create and maintain clear, accurate, and useful knowledge base articles and technical documentation.
• Recognize issues requiring escalation and work effectively with senior engineers, vendors, and other technical resources.
• Follow established security, change-management, documentation, and escalation procedures.

Required Qualifications

• Minimum of 2 years of hands-on IT support experience within a Managed Service Provider (MSP), Service Desk, or comparable technical support environment.
• Demonstrated ability to independently diagnose and resolve technical problems.
• Strong written and verbal communication skills with the ability to communicate effectively with both technical and non-technical users.
• Professional demeanor and demonstrated ability to provide high-quality customer service in a client-facing environment.
• Experience with hybrid Microsoft Active Directory/Entra ID environments.
• Experience installing, configuring, troubleshooting, and supporting:

o Windows 10/11

o Business applications

o Workstations and laptops

o Printers and peripherals

o Specialized or laboratory-connected computer systems

• Experience with PSA/RMM platforms.
• Working knowledge of Windows Server environments, including:

o Active Directory

o Group Policy

o DNS

o DHCP

• Understanding of networking fundamentals, including TCP/IP, VPNs, switches, routers, and network troubleshooting.
• Experience administering Microsoft Entra ID environments, including user identities, groups, access, authentication, and security.
• Experience supporting and administering Microsoft 365, including:

o Exchange Online

o SharePoint Online

o Microsoft Teams

o Microsoft Intune

o OneDrive

• Ability to maintain detailed, timely, and accurate ticket documentation.
• Preferred Technical Qualifications
• Experience with firewalls and network security appliances, including:

o Traffic and threat logs

o Security policies and rules

o Basic firewall troubleshooting

• Experience with vulnerability management and endpoint security tools.
• Experience identifying, troubleshooting, and assisting with remediation of security vulnerabilities or incidents.
• Familiarity with PowerShell or other scripting/automation tools.
• Experience supporting technology within biotechnology, pharmaceutical, laboratory, or other regulated environments.

What We’re Looking For

The successful candidate will be someone who:

• Takes ownership of issues and follows them through to resolution.
• Troubleshoots methodically rather than relying solely on documented fixes.
• Communicates clearly and professionally with end users.
• Understands when to continue troubleshooting independently and when to escalate.
• Maintains accurate and thorough documentation.
• Is comfortable working directly with executives and other high-touch users.
• Can prioritize competing issues while maintaining a strong customer experience.
• Is dependable, organized, curious, and willing to learn new technologies.

Work Requirements

• This is an onsite position in San Diego. (Needs to align with the opening statement.
• Standard work hours are Monday through Friday, 8:00 AM–5:00 PM.
• Customer support and project work outside of normal business hours will be required on an as needed basis.
• Must possess a current driver’s license and have reliable transportation available for the daily commute.
• Proof of vehicle insurance is required.
• U.S. citizenship is required for this position.

Ostari is one of the most trusted names in IT Managed Services and Information Technology consulting. We keep mission-critical systems running 24/7, provide excellent customer service and the latest equipment and technical knowledge to our world-wide clients. We partner with many of the world’s most reliable brands as part of our best-in-class service offerings.

Ostari was founded in Silicon Valley in 1981 and is still headquartered in California with offices across North America.
Ostari is a great place to work - many of our employees have been with us for 10 years or more. Every team member contributes to the product of the whole, and the company promotes reasonable work hours and a healthy lifestyle that balances work and family. We encourage and fund continuing education for all team members and provide excellent health insurance for them and their families.
We welcome you to apply to be our newest team member!