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