Senior Systems Support Engineer

TalentBurst, an Inc 5000 company; Pleasanton (CA); On-site; USD 166,000 - 208,000; Part time

Benefits offered by this job

Medical, dental, vision benefits

Retirement options

Job summary

TalentBurst, an Inc 5000 company, seeks a Senior Systems Support Engineer for the Roche Pleasanton campus. The role covers installation, maintenance, repair of Roche instruments, and strong networking duties on IP addressing and Fortigate devices.

This is a 6 months contract with onsite work five days a week, with limited travel to Santa Clara as needed. You will collaborate with IT, software, and development SMEs to diagnose issues and perform root-cause analyses, while ensuring customer

Qualifications

• Associate's degree in a technical field is required; bachelor's preferred.
• 5+ years in servicing medical/lab equipment or networked systems.
• Experience with Fortigate firewall/network security appliances required.

Responsibilities

• Provide instrument and systems support including PMs, IOQs, repairs, and relocations.
• Establish and troubleshoot remote and local network connections for instruments.
• Document activities in EEM databases and coordinate requests in ServiceNow.
• Train and mentor teammates on networking and instrument service processes.

Skills

Networking basics

Fortigate firewall

IP addressing

Troubleshooting

Team collaboration

Education

Associate's degree (Electrical/Electronic Engineering, CS, IT) (Networking focus)

Bachelor's degree (Electrical/Electronic Engineering, CS, IT)

Tools

ServiceNow

Fortigate

Job description

Senior Systems Support Engineer – Pleasanton, CA

6 months contract with possible extension

5 days onsite

Interview process: 1, Phone 2. In-person

Description

A Senior Systems Support Engineer provides service on Roche instruments and networked systems used for Research, Development, and Clinical Operations activities located both internally (client campuses in Pleasanton and Santa Clara, California) and at external sites. This role is responsible for the installation/deinstallation, qualification, preventative maintenance, and repair of Roche instruments and software, with a strong emphasis on the networking infrastructure that supports these systems including IP address mapping, Fortigate firewall configuration, and network troubleshooting. Under guidance from senior team members, the Senior Systems Support Engineer troubleshoots instrument hardware-software problems and network connectivity issues by using service software, reviewing system-generated problem reports/error codes, and performing root cause analyses. Being a team player is essential, as this position interfaces daily with coworkers, internal stakeholders, and various interdisciplinary functional areas within the organization. The Senior Systems Support Engineer must be committed to customer satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment. This position is based at the Roche Pleasanton campus with some travel locally to the Roche Santa Clara campus as needed for system and networking support.

Essential Job Functions & Major Contributions

Instrument & Systems Support

• Perform preventative maintenance (PM;s)
• Perform installation/operational qualifications (IOQs)
• Troubleshoot, replace parts, and perform repairs on instruments
• Install/deinstall/relocate instruments and computer control units
• Install or upgrade system and application software

Networking Support (Core Focus Area)

• Establish, maintain and troubleshoot network connections for remote access to internally and externally placed instruments
• Map and manage IP addresses for networked lab instruments and systems
• Configure, maintain, and troubleshoot Fortigate firewall devices to ensure secure and reliable connectivity for Roche systems
• Diagnose and resolve network connectivity issues (e.g., VLANs, switches, routing, DNS/DHCP) affecting instrument and system performance
• Provide IT hardware and networking support for R&D and training labs
• Work closely with Systems and/or Software Development subject matter experts (SMEs) to learn Roche instrumentation, software, and networking functionality, including advanced troubleshooting knowledge

Documentation & Coordination

• Document all service and support activities accurately and in a timely manner in the electronic equipment management database and/or other applicable software tools according to approved procedures
• Coordinate and triage onsite and/or remote network service requests using ServiceNow and communicate status updates to the service requestor
• Build effective customer/stakeholder relationships through solution-oriented communication and service, providing on-site or remote support as needed
• Attend and contribute updates during team huddles and other meetings, escalating issues as needed
• Provide IT support for in-house lab-based instruments and the secure data repository as needed

Training Requirements

• Train with team members and Development colleagues to acquire Roche instrument service, networking, and troubleshooting skills, with self-initiative to pursue additional training
• Under guidance from senior team members, learn to solve a variety of instrument, software, and networking problems of diverse scope and complexity by reviewing service documentation and consulting with SMEs
• Interface with high-level technical support from other functional areas, e.g., Global Customer Support (GCS), Systems Development engineers) to obtain expertise for difficult or recurring issues
• Learn how to execute qualification documents (IQ/OQ)
• Once skill/knowledge is acquired, provide training or guidance to other team members on networking, instrument service, or other internal processes

Safety & Compliance

• Comply with Roche safety policies, practices, and procedures at all times

Education

• Required: Associate;s degree in Electrical/Electronic Engineering, Computer Science, Information Technology (Networking focus), or a related field, or equivalent combination of education and work experience
• Preferred: Bachelor;s degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field

Experience

• 5+ years of experience servicing medical/lab equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory setting, including hands-on experience with networking fundamentals (IP addressing/subnetting, VLANs, switches, routers, and firewalls)
• Direct experience configuring and troubleshooting Fortigate (or similar) firewall/network security appliances
• 4+ years of experience working in an IVD GMP/ISO regulated environment servicing medical devices and supporting IT/networking infrastructure within R&D, hospital, or clinical laboratory settings.
• Industry networking certification (e.g., CompTIA Network+, Fortinet NSE, or Cisco CCNA)

Other Qualifications

• Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPN, firewall rules) with the ability to apply this knowledge to troubleshoot instrument connectivity issues
• Awareness of FDA and ISO regulations related to instrument support and qualificationMeticulous attention to detail to accurately document all activities and ensure quality support both internally and at external sites
• Strong organizational, multi-tasking, and time management skills
• Demonstrated ability to learn new skills, software, and networking tools rapidly
• Ability to be flexible with changing work priorities and follow procedures/manager instructions with a cooperative attitude
• Strong work ethic and communication skills
• Comfortable working both independently and collaboratively with IT/network teams and

We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.

TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.