IT Support Engineer

Position Summary The IT Support Engineer runs day-to-day IT support on site at Zest’s Carlsbad headquarters. This person is the in-person face of IT for employees in Carlsbad, Escondido, and Anaheim. Carlsbad is the home base and primary on-site location, with Escondido and Anaheim covered remotely and occasional travel (10-15%) as needed. The work runs from walk-up help through Tier 2 business-application troubleshooting. The person owns each issue and keeps it moving across Zest’s technology partners until it is resolved. This is an individual contributor role with no direct reports. It works as a peer to the Las Vegas-based Technical Support Engineer, who covers the ticket queue, and it draws on the company’s managed service providers and application partners for behind-the-scenes support. The job is to run support well every day: resolve what can be handled directly, and escalate the rest to the right partner with clear, documented detail. The right person is resourceful, curious, calm under pressure, communicates well, and learns unfamiliar systems fast using documentation, online resources, and AI research tools. They handle multiple tickets and priorities at once, and they keep the internal team and external partners coordinated and accountable for their deliverables. Key Responsibilities Business-application support (primary focus) Enterprise ERP system (database-backed): support all departments and end users on the ERP, working from the front end. The most active are Accounting, Customer Service, and Distribution, because they touch money and customer experience. Investigate configuration and data issues, confirm whether a problem is isolated or widespread, apply front-end fixes, and verify with the user. When the work runs deeper than the front end, escalate to the ERP and database support partners with a clear specification, screenshots, reproduction steps, and priority. E-commerce platform (integrated to the ERP through an API): support Customer Service across the commerce platform and the ERP. Triage sync and order issues with proportion and evidence. When a small number of orders fail among high daily volume, investigate what is unique about those records before escalating to the e-commerce support partner with a clear hypothesis. Low-code and no-code applications: support accuracy-critical custom apps, such as bulk contract import and update. Triage and resolve issues resourcefully using documentation, online resources, and AI tools. Respect change control on anything that writes to the ERP database: validate with the database support partners, test on a sample, and verify the result. Distribution and shipping systems: learn how Distribution operates and provide fast on-site Tier 1 triage for the high-volume shipping floor. Escalate to the relevant implementation and ERP support partners when needed. On-site support and service Be the composed, professional, on-site face of IT at headquarters, where Zest’s executives work. Stay calm, ask sharp diagnostic questions, and confirm the real problem before acting. Restore productivity first. Issue a loaner device right away, fix the original in parallel, and procure a permanent replacement when needed. Work well in Zest’s open-door, walk-in culture. Help people live, then log every walk-in and emergency request so support trends stay visible. Manage the hardware lifecycle: loaner pool, imaging, asset tracking, procurement, and device readiness. Partner with Human Resources on onboarding and offboarding. Work side by side with HR so new hires have their technology and access ready on day one, and so every company asset is recovered when someone leaves. Provide limited after-hours support for critical business interruptions, system outages, and urgent operational needs. Support IT projects including system implementations, software deployments, infrastructure upgrades, and process improvement initiatives. Vendor coordination, communication, and documentation Own the operational thread with the company’s technology partners and managed service providers. Open, document, chase, and report on issues through to resolution. Communicate ticket and issue status in writing and in person, matched to the audience: plain language for users and executives, technical detail for vendors, and concise updates for the CTO. Keep everyone current. No silent tickets. Treat documentation and knowledge management as core work. Build runbooks, escalation paths, user guides, and a knowledge base, so support is repeatable and never trapped in one person’s head. Security, compliance, and software validation Follow Zest’s IT and cybersecurity SOPs and procedures closely and consistently in a regulated, FDA- governed medical-device manufacturing environment. Participate in cybersecurity awareness initiatives and support incident response activities in coordination with the MSP and vCISO. Handle provisioning, deprovisioning, MFA, and identity hygiene correctly. Support FDA-related controlled access, audit-ready records, and change documentation. Software validation (Regulatory Affairs): execute and maintain software validation activities for IT systems under Regulatory Affairs procedures. Confirm systems perform as intended for their use, keep validation documentation current, and keep the records ready for audit and inspection. Required Qualifications 5 to 8 years of hands-on, multi-site IT support, desktop support, or IT operations. Experience and aptitude matter more than an exact year count. Hands-on support of business applications (ERP, e-commerce, or SaaS), with the ability to learn how each department uses its systems. Comfort ramping fast on a niche or specialized ERP. Experience partnering with managed service providers and coordinating across multiple vendors in a multi-site environment. Administration of a cloud productivity and collaboration suite, plus SSO, MFA, and identity and access provisioning. Solid grounding in directory services, DNS, DHCP, group policy, and access control. Windows and macOS support in a mixed-device environment, plus ticketing systems, endpoint and remote support, asset tracking, IT documentation, hardware, peripherals, printers, and conference-room support. Integration-aware troubleshooting. Understands how systems connect through APIs well enough to triage and isolate exceptions, without doing API development. Self-learns low-code, no-code, and automation platforms using documentation and AI tools. Communicates technical issues and business impact clearly to non-technical leaders and executives. Brings resourcefulness, critical thinking, composure, ownership, and follow-through. Preferred Qualifications Manufacturing, medical device, dental, life sciences, PE-backed, or other regulated environments. Experience with computer system validation (CSV) or 21 CFR Part 11 in a regulated environment. Coordinating a multi-vendor or MSP-backed application stack. PowerShell, Bash, Python, or light scripting and automation. Using AI assistants to improve documentation, troubleshooting, and knowledge-base content. Certifications (nice to have, not required): CompTIA A+, Network+, ITIL, or relevant cloud and identity-platform certifications.