Technical Support Specialist 2 – Su, Th: 9:00am to 5:30pm ET
QuidelOrtho
Senior IT Support Engineer
Motive
full-time
Posted on:
Location Type: Hybrid
Location: Buffalo • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $82,000 - $112,000 per year
Job Level
Senior
Tech Stack
CloudFirewallsJamfMacOS
About the role
- Diagnose, resolve, and escalate complex hardware, software, and network issues across Windows and macOS workstations, office equipment, and testbench environments.
- Support the setup, maintenance, and continual expansion of a hardware/software testbench laboratory integrated with Engineering, QA, and Customer Success; collaborate on product testing and rapid prototyping projects (e.g., DashCam, Asset Tracker, LBB).
- Administer and document local network infrastructure (switches, firewalls, APs – Meraki, Ubiquiti, etc.), coordinate ISP services, and manage VPN endpoints for secure, policy-compliant access.
- Create, maintain, and update technical documentation: network diagrams, authentication guides, VPN setup procedures, and lab accessibility instructions.
- Provision user accounts and permissions for both office and test environments (Google Workspace, Twingate, VPN, Intune, Kandji, hybrid/on-prem/cloud services).
- Manage local conference room equipment, including Chromeboxes, meet hardware, and inventory assignments; maintain asset tracking and lifecycle documentation.
- Serve as the operational escalation point for technical issues, including handling admin rights, user account support, and compliance with IT security policies and audit requirements.
- Collaborate effectively across IT, Engineering, QA, and Customer Success on site projects, troubleshooting sessions, lab upgrades, and office expansion initiatives.
- Continuously identify and drive process improvements; update internal knowledge bases and procedure guides for efficient technology adoption and troubleshooting.
- Stay up-to-date on modern IT service tools and best practices, including endpoint management (Kandji, Intune), new SaaS platforms, and hybrid environment administration.
Requirements
- Minimum 3–5 years of experience in Tier 2 IT Support or similar escalation-oriented role.
- Strong troubleshooting skills in Windows and macOS environments; experience with hardware test labs, rack system setup, and office technology provisioning.
- Proven track record supporting network infrastructure (Meraki/AP configuration, ISP coordination).
- Hands-on experience administering Google Workspace (G Suite), device management tools (Intune, Kandji), and SaaS platforms for user provisioning and compliance.
- Relevant certifications (e.g., CompTIA, Microsoft, Apple, JAMF, Kandji, InTune) are preferred
- Recent hands-on experience with hybrid environment management (on-premises/cloud), advanced endpoint security, and JAMF/Kandji/Intune administration
- Demonstrated project experience supporting cross-functional lab expansions or major IT/office buildouts
- Ability to document technical procedures in clear, accessible guides and diagrams (network setups, VPN access, process handoffs).
- Experience provisioning user/test accounts with secure role-based access (Twingate, VPN, lab equipment, MDM).
- Comfortable managing conference/meeting room hardware assets, local server and device inventory, and lifecycle tracking.
- Strong cross-team communication and collaboration skills, with evidence of positive reputation among office peers.
- Process ownership: proven commitment to refining procedures, updating documentation, and seeking efficiency improvements across IT functions.
- Adaptable learner: willingness to master new tools, manage hybrid on-prem/cloud environments, and adopt modern MDM/asset systems.
Benefits
- Health, pharmacy, optical and dental care benefits
- Paid time off
- Sick time off
- Short term and long term disability coverage
- Life insurance
- 401k contribution
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingnetwork administrationuser provisioningendpoint managementhybrid environment managementtechnical documentationasset trackingVPN setuptest lab managementoffice technology provisioning
Soft skills
cross-team communicationcollaborationprocess improvementadaptabilityproblem-solvingdocumentation skillsproject managementcustomer supportescalation managementorganizational skills
Certifications
CompTIAMicrosoftAppleJAMFKandjiIntune
