Senior Systems Support Engineer

La Roche•Pleasanton, CA

4d•Onsite

About The Position

A Senior Systems Support Engineer provides service on Roche instruments and networked systems used for Research, Development, and Clinical Operations activities located both internally (client campuses in Pleasanton and Santa Clara, California) and at external sites. This role is responsible for the installation/deinstallation, qualification, preventative maintenance, and repair of Roche instruments and software, with a strong emphasis on the networking infrastructure that supports these systems including IP address mapping, Fortigate firewall configuration, and network troubleshooting. Under guidance from senior team members, the Senior Systems Support Engineer troubleshoots instrument hardware-software problems and network connectivity issues by using service software, reviewing system-generated problem reports/error codes, and performing root cause analyses. Being a team player is essential, as this position interfaces daily with coworkers, internal stakeholders, and various interdisciplinary functional areas within the organization. The Senior Systems Support Engineer must be committed to customer satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment. This position is based at the Roche Pleasanton campus with some travel locally to the Roche Santa Clara campus as needed for system and networking support.

Requirements

5+ years of experience servicing medical/lab equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory setting, including hands-on experience with networking fundamentals (IP addressing/subnetting, VLANs, switches, routers, and firewalls)
Direct experience configuring and troubleshooting Fortigate (or similar) firewall/network security appliances
Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPN, firewall rules) with the ability to apply this knowledge to troubleshoot instrument connectivity issues
Awareness of FDA and ISO regulations related to instrument support and qualification
Meticulous attention to detail to accurately document all activities and ensure quality support both internally and at external sites
Strong organizational, multi-tasking, and time management skills
Demonstrated ability to learn new skills, software, and networking tools rapidly
Ability to be flexible with changing work priorities and follow procedures/manager instructions with a cooperative attitude
Strong work ethic and communication skills
Comfortable working both independently and collaboratively with IT/network teams

Nice To Haves

Bachelor's degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field
4+ years of experience working in an IVD GMP/ISO regulated environment servicing medical devices and supporting IT/networking infrastructure within R&D, hospital, or clinical laboratory settings
Industry networking certification (e.g., CompTIA Network+, Fortinet NSE, or Cisco CCNA)

Responsibilities

Perform preventative maintenance (PM;s)
Perform installation/operational qualifications (IOQs)
Troubleshoot, replace parts, and perform repairs on instruments
Install/deinstall/relocate instruments and computer control units
Install or upgrade system and application software
Establish, maintain and troubleshoot network connections for remote access to internally and externally placed instruments
Map and manage IP addresses for networked lab instruments and systems
Configure, maintain, and troubleshoot Fortigate firewall devices to ensure secure and reliable connectivity for Roche systems
Diagnose and resolve network connectivity issues (e.g., VLANs, switches, routing, DNS/DHCP) affecting instrument and system performance
Provide IT hardware and networking support for R&D and training labs
Work closely with Systems and/or Software Development subject matter experts (SMEs) to learn Roche instrumentation, software, and networking functionality, including advanced troubleshooting knowledge
Document all service and support activities accurately and in a timely manner in the electronic equipment management database and/or other applicable software tools according to approved procedures
Coordinate and triage onsite and/or remote network service requests using ServiceNow and communicate status updates to the service requestor
Build effective customer/stakeholder relationships through solution-oriented communication and service, providing on-site or remote support as needed
Attend and contribute updates during team huddles and other meetings, escalating issues as needed
Provide IT support for in-house lab-based instruments and the secure data repository as needed
Train with team members and Development colleagues to acquire Roche instrument service, networking, and troubleshooting skills, with self-initiative to pursue additional training
Under guidance from senior team members, learn to solve a variety of instrument, software, and networking problems of diverse scope and complexity by reviewing service documentation and consulting with SMEs
Interface with high-level technical support from other functional areas, e.g., Global Customer Support (GCS), Systems Development engineers) to obtain expertise for difficult or recurring issues
Learn how to execute qualification documents (IQ/OQ)
Once skill/knowledge is acquired, provide training or guidance to other team members on networking, instrument service, or other internal processes
Comply with Roche safety policies, practices, and procedures at all times