IT SUPPORT ENGINEER

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