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.

• – Perform preventative maintenance (PMs)
• – 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 internal 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 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 Service Now 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…