IT SUPPORT ENGINEER

Primary Responsibilities

Active maintenance of all laboratory systems to constantly improve the security and overall stability of the global laboratory environment
Pro-active support of all business needs in the labs to design implement and maintain innovative technologies Strong reporting of all requests incidents and problems using ServiceNow ticketing
Support the customers to provide optimum solutions for data handling (e.g. Data Archiving) considering regulatory compliance and data security and integrity
Installation and maintenance of laboratory specific PCs periphery network connections and communication devices
Support and maintain System Imaging System Monitoring and Firewall Management
Fulfill service ownership responsibilities within assigned service towers
Actively support the implementation of the LISS service structure in all sites
Contribute to the creation and maintenance of the required service components / documentation
Monitoring the performance of our services and continuously improve the corresponding processes
Maintaining continuously inventories for hardware software and network
Builds up and maintains strong relationship with Customers Business Partners and Service Units as well as the global LISS service team
Actively supports the management of Informatics Operations Technical Operations and Laboratory Informatics Systems & Support in pRED Operations

Key Competencies
Excellent communication skills for interacting with stakeholders business representatives and scientific users
Ability to act as an interface between S&R Informatics and the business representing business needs and voice of the customer
Comprehensive understanding of business and technology in the science and research domain
Up-to-date knowledge of industry standards in cloud computing storage and networks
Strong understanding of ITSM best practices and the Agile framework
Knowledge of laboratory systems including PCs peripherals and network connections
Problem-solving skills for innovative IT solutions
Commitment to service ownership and continuous improvement
Organizational skills for maintaining hardware software and network inventories
Capacity to act as a trusted partner stewarding S&R vision and Roche values
Ability to manage multiple projects and priorities simultaneously
Strong analytical skills and attention to detail

Qualifications
Degree in Computer Science Information Technology or a related field (. desired)
Experience in laboratory IT systems maintenance and support
Proven track record in stakeholder management
Familiarity with ServiceNow or similar ticketing systems
Relevant industry certifications (e.g. ITILv3 CompTIA Network SAFe Agile) are a plus
Experience with regulatory compliance in a laboratory environment
Knowledge of data privacy and security best practices