Job Description
Job Description
Title: Senior Systems Support Engineer
Location: Pleasanton CA 94588 United States
Duration: 06 months
Description:
Interview process: 1, Phone 2. In-person
6 months contract with possible extension
5 days onsite
A Senior Systems Support Engineer provides service on Roche instruments and networked
systems used for Research, Development, and Clinical Operations activities located both
internally (Roche 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.
Essential Job Functions & Major Contributions
Instrument & Systems Support:
- 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
Networking Support (Core Focus Area)
- 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
Documentation & Coordination
- 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
Training Requirements
- 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
Safety & Compliance
- Comply with Roche safety policies, practices, and procedures at all times
Education
Required: Associate;s degree in Electrical/Electronic Engineering, Computer Science,
Information Technology (Networking focus), or a related field, or equivalent combination of
education and work experience
Preferred: Bachelor;s degree in Electrical/Electronic Engineering, Computer Science,
Information Technology, or a related field
Experience
Required:
· 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
Preferred:
· 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)
Other Qualifications
- 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.