Senior Systems Support Engineer

Role: Senior Systems Support Engineer

Location: Pleasanton, CA (Onsite 5 days a week)

Duration: 6 months

Overview: A Senior Systems Support Engineer provides service on Client's instruments and networked systems used for Research, Development, and Clinical Operations activities located both internally (Client's campuses in Pleasanton and Santa Clara, CA) and at external sites. This role is responsible for the installation/deinstallation, qualification, preventative maintenance, and repair of Clients 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 Client's Pleasanton campus with some travel locally to the Client's 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 Client's 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 team