Senior Systems Support Engineer

A Senior Systems Support Engineer provides service on instruments and networked systems used for Research, Development, and Clinical Operations activities located both internally (our 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 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 Pleasanton campus with some travel locally to the Santa Clara campus as needed for system and networking support.Essential Job Functions & Major ContributionsInstrument & Systems Support:Perform preventative maintenance (PMs)Perform installation/operational qualifications (IOQs)Troubleshoot, replace parts, and perform repairs on instrumentsInstall/deinstall/relocate instruments and computer control unitsInstall or upgrade system and application softwareNetworking Support (Core Focus Area)Establish, maintain and troubleshoot network connections for remote access to internally and externally placed instrumentsMap and manage IP addresses for networked lab instruments and systemsConfigure, maintain, and troubleshoot Fortigate firewall devices to ensure secure and reliable connectivity for internal systemsDiagnose and resolve network connectivity issues (e.g., VLANs, switches, routing, DNS/DHCP) affecting instrument and system performanceProvide IT hardware and networking support for R&D and training labsWork closely with Systems and/or Software Development subject matter experts (SMEs) to learn instrumentation, software, and networking functionality, including advanced troubleshooting knowledgeDocumentation & CoordinationDocument 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 proceduresCoordinate and triage onsite and/or remote network service requests using ServiceNow and communicate status updates to the service requestorBuild effective customer/stakeholder relationships through solution-oriented communication and service, providing on-site or remote support as neededAttend and contribute updates during team huddles and other meetings, escalating issues as neededProvide IT support for in-house lab-based instruments and the secure data repository as neededTraining RequirementsTrain with team members and Development colleagues to acquire Roche instrument service, networking, and troubleshooting skills, with self-initiative to pursue additional trainingUnder 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 SMEsInterface 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 issuesLearn 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 processesSafety & ComplianceComply with Roche safety policies, practices, and procedures at all timesEducationRequired: Associates degree in Electrical/Electronic Engineering, Computer Science, Information Technology (Networking focus), or a related field, or equivalent combination of education and work experiencePreferred: Bachelor's degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related fieldRequired5+ 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 appliancesPreferred4+ 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 QualificationsWorking knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPN, firewall rules) with the ability to apply this knowledge to troubleshoot instrument connectivity issuesAwareness of FDA and ISO regulations related to instrument support and qualificationMeticulous attention to detail to accurately document all activities and ensure quality support both internally and at external sitesStrong organizational, multi-tasking, and time management skillsDemonstrated ability to learn new skills, software, and networking tools rapidlyAbility to be flexible with changing work priorities and follow procedures/manager instructions with a cooperative attitudeStrong work ethic and communication skillsComfortable working both independently and collaboratively with IT/network teams and