Senior Systems Support Engineer

Job Description

Job Description

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

Position Overview
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.

Key Responsibilities
Instrument & Systems Support

• 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.

Networking Support — Core Focus

• 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.

Documentation & Service Coordination

• 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 ServiceNow .
• 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 escalate issues when appropriate.
• Provide IT support for laboratory instruments and secure data repositories as needed.

Training & Technical Development

• 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.

Safety & Compliance

• Follow all Roche safety policies, procedures, and practices.
• Work in accordance with applicable quality, regulatory, and operational procedures.
• Maintain accurate documentation to support compliance requirements.

Required Education

• Associate's degree in Electrical/Electronic Engineering, Computer Science, Information Technology with a networking focus, or a related field.
• Equivalent combination of education and relevant work experience may be considered.

Preferred Education

• Bachelor's degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field.

Required Experience

• 5+ years of experience servicing medical/laboratory equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory environment.
• Hands-on experience with networking fundamentals, including:
  • IP addressing/subnetting
  • VLANs
  • Switches
  • Routers
  • Firewalls
• Direct experience configuring and troubleshooting Fortigate or similar firewall/network security appliances .

Preferred Experience

• 4+ years of experience working in an IVD, GMP, ISO, or similarly regulated environment.
• Experience servicing medical devices while supporting IT/networking infrastructure.
• Experience working in R&D, hospital, clinical laboratory, or life sciences environments.
• Industry networking certification such as:
  • CompTIA Network+
  • Fortinet certification
  • Cisco CCNA

Additional Qualifications

• Strong understanding of TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall rules .
• Ability to apply networking knowledge to troubleshoot laboratory instrument connectivity.
• Familiarity with FDA and ISO requirements related to instrument support and qualification.
• Strong attention to detail and accurate technical documentation skills.
• Excellent organizational, multitasking, and time-management abilities.
• Ability to quickly learn new instruments, software, systems, and networking technologies.
• Ability to work independently while collaborating effectively with IT, networking, engineering, and laboratory teams.
• Strong communication and interpersonal skills.
• Flexible and comfortable working in a changing environment while following established procedures and management direction.
• Strong work ethic and customer-service mindset.

At Tailored Management, we help people get jobs and take pride in their work, so we better take pride in ours too. Not every company has the opportunity to meaningfully and directly impact individuals in a way that makes their lives tangibly better. To better support our employees, we offer a wide variety of benefit options to support you. We offer:

• Medical Coverage – HDHP, PPO, and Surest plan options
• Minimum Essential Coverage (MEC)
• Dental Insurance
• Vision Insurance
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Life & AD&D Insurance
• Critical Illness Insurance
• Accident Insurance
• Employee Assistance Program (EAP)

#TMRD