Senior Systems Support Engineer

Published: 6/14/2022

Technology

Role : Senior Systems Support Engineer

Location : Pleasanton, CA

Duration : 12+ Month Contract

Job Summary:

The Senior Systems Support Engineer provides comprehensive hardware, software, and networking support for Roche instruments across the Pleasanton and Santa Clara campuses, as well as remote external sites.

Networking Support (Core Focus): Responsibilities include configuring, maintaining and setting up firewall/servers and PC devices, managing IP addresses and folder shares on instruments and servers, and diagnosing network connectivity issues on VLANs, switches, servers and working with internal and external stakeholders.
Instrument & Systems Support: Performs preventative maintenance (PMs), installation and operational qualifications (IOQs), hardware repairs, part replacements, and system software upgrades.
Documentation & Coordination: Accurately documents all service activities in the electronic database, coordinates requests via ServiceNow, and communicates status updates to stakeholders.
Training & Development: Participates in ongoing training with senior team members and subject matter experts to master Roche instrumentation, eventually guiding other team members.
Education & Experience: Requires an Associate's or Bachelor's degree in a technical field (such as Electrical Engineering or IT Engineering) and at least 3 years of experience servicing medical or laboratory equipment with networking fundamentals or equivalent.
Safety & Compliance: Strictly complies with all Roche safety policies, practices, and applicable FDA and ISO regulations related to instrument support and qualification.

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.

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 and instrument SMEs