Senior Systems Support Engineer
Creative Solutions Services, LLC
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Benefits offered by this job
Job summary
Creative Solutions Services, LLC is seeking a Senior Systems Support Engineer to deliver hands-on technical support for Roche instrument systems and network infrastructure in Pleasanton, CA. The role emphasizes instrument installation, qualification, PM, troubleshooting, and robust laboratory network support.
The candidate should have strong networking skills (IP addressing, VLANs, switches, routers, DNS/DHCP, VPNs, Fortigate) and experience with medical/lab equipment.
Qualifications
- Hands-on networking and instrument support in clinical/lab settings.
- Experience diagnosing and resolving TCP/IP, DNS/DHCP, VPN, and firewall issues.
- Fortigate or similar firewall experience required.
Responsibilities
- Provide preventive maintenance, IQ/OQ/IOQ, and repairs for lab instruments.
- Configure and manage network connections for remotely accessible instruments.
- Document service actions in the EMM/approved systems; coordinate with ServiceNow requests.
- Support IT hardware and networking needs in R&D and training labs.
Skills
Education
Tools
Job description
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
We are seeking a Senior Systems Support Engineer to provide hands-on technical support for our client 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.
- 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.
- 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.
- 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 elevate issues when appropriate.
- Provide IT support for laboratory instruments and secure data repositories as needed.
- 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.
- 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.
- 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.
- Bachelor’s degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field.
- 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.
- 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
- 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.
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