IT SUPPORT ENGINEER

Purple Drive IT Support Engineer Share Contractual Harleysville, PA PDT 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 Skills: N/A Purple Drive