Senior Systems Support Engineer

Location: 4300 Hacienda Drive, Pleasanton, CA 94588

Contract Duration: 6 Months — Potential Extension or Full-Time Conversion

Pay Rate: $36.22–$78.04/hour (W2)

Benefits: Weekly Pay, Medical, Dental, and Vision Insurance

Work Schedule: 5 Days Onsite

Interview Process: 1. Phone Interview → 2. In-Person Interview

We are seeking a Senior Systems Support Engineer to provide hands‑on technical support for Roche instruments, laboratory systems, and network infrastructure used in Research, Development, and Clinical Operations. The engineer will support systems located at Roche campuses in Pleasanton and Santa Clara, California
, as well as external sites. The role focuses on instrument installation, qualification, preventive maintenance, troubleshooting, repair, software support, and—most importantly—
network infrastructure supporting laboratory instruments and systems
.

The ideal candidate will have strong hands‑on experience with networking, IP addressing, VLANs, switches, routing, DNS/DHCP, firewalls, and Fortigate devices
, along with experience supporting medical, laboratory, or clinical equipment.

• Perform preventive maintenance (PM) on laboratory and medical instruments.
• Execute installation and operational qualifications (IQ/OQ/IOQ).
• Troubleshoot instrument hardware and software issues.
• Replace parts and perform instrument repairs as needed.
• Install, deinstall, relocate, and configure instruments and computer control units.
• Install, upgrade, and maintain system and application software.
• Troubleshoot instrument issues using service software, error codes, system reports, and root‑cause analysis.

• Establish, maintain, and troubleshoot network connections for remotely accessible instruments and laboratory systems.
• Map and manage IP addresses for networked laboratory instruments and systems.
• Configure, maintain, and troubleshoot Fortigate firewall devices
  .
• Diagnose and resolve connectivity issues involving:
  • TCP/IP
  • IP addressing and subnetting
  • VLANs
  • Switches
  • Routing
  • DNS/DHCP
  • VPNs
  • Firewall rules
• Provide IT hardware and networking support for R&D and training laboratories.
• Partner with Systems and Software Development SMEs to understand instrument, software, and networking functionality.
• Troubleshoot network‑related issues that affect instrument performance and remote access.

• Accurately document service, maintenance, qualification, and support activities in the electronic equipment management database and other approved systems.
• Coordinate and triage onsite and remote network service requests through Service Now
  .
• Provide timely status updates to service requestors and stakeholders.
• Build strong customer and stakeholder relationships through responsive, solution‑oriented support.
• Participate in team huddles and technical meetings and elevate issues when appropriate.
• Provide IT support for laboratory instruments and secure data repositories as needed.

• Work with experienced team members and Development colleagues to build expertise in Roche instrumentation, networking, and troubleshooting.
• Learn to resolve instrument, software, and networking issues of varying complexity.
• Review service documentation and consult with SMEs to identify and resolve technical problems.
• Work with technical support groups such as Global Customer Support (GCS) and Systems Development Engineers on complex or recurring issues.
• Learn and execute qualification documentation and procedures, including IQ/OQ.
• Once qualified, provide technical guidance or training to other team members.

• Follow all Roche safety policies, procedures, and practices.
• Work in…