IT SUPPORT ENGINEER

Overview:

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 (M.Sc. 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