Provides technical support for Genentech staff. Skilled at providing end user support in a complex, 24 x 7 environment. Must be able to communicate effectively with technical and non-technical customers. Contributes to producing end user documentation and training materials. Broad familiarity with information technology, both hardware and software. May assist in designing information technology processes, procedures and systems in alignment with Roche / Genentech's business needs.
Troubleshoot multiple computer platforms: Windows, Macintosh, Linux and Mobility devices.
Support multiple enterprise and department applications including: e-mail, calendar/scheduling, word processing, spreadsheet, presentation, working knowledge of Office Suites for MAC & PC, internet browsers, FileMaker Pro.
Partnering with Automation, provide critical support for manufacturing business systems i.e. MCS, MES, DCS.
Support computers within the GMP areas, including shop floor and labs.
SME for Honeywell / Intermec Bar Code printers and Smart Scanners, supporting Automation and Manufacturing.
Provide support for basic network configurations: LAN, WAN, wireless, VPN.
Support mobile users who work at home, travel, or work from a remote office, using remote console software.
Install and upgrade software and operating systems.
Support video and audio conferencing requests.
Troubleshoot networked and local printers. Identify and resolve hardware and software application conflicts.
Perform upgrades to hardware and arrange for hardware repairs when necessary.
Open and close service requests, as well as manage the assignment, tracking, and completion of requests.
Coordinate with other site and corporate IT staff in the resolution of issues. Ensure that resolutions are consistent with standards and do not introduce additional conflicts. Document resolutions, workarounds, and frequently asked questions for problems and service requests.
Execute the delivery of services per Service Level Agreements to customers in support of a 24x7 mission critical environment.
Manage user accounts, access rights, device and print queues. Provide security management/administration.
Keep current documentation on systems, such as hardware and software manuals, system site guides, change control, license agreements, and service contracts.
Proven solid customer service skills
BS degree in Computer Science or equivalent is desirable
4 to 6+ years experience providing onsite and/or remote technical support to end users in PC and Mac environments with emphasis on Wintel OS and hardware.
Basic knowledge of basic network concepts (e.g., TCPIP, Windows Networking, Ethernet).
Knowledge, Skills and Abilities:
Outstanding customer service and interpersonal skills.
Ability to work in a team environment.
Provides technical solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practicable, and consistent with organization objectives. Skilled in root-cause analysis.
Communicate clearly with technical and non-technical audiences, both verbally and written.
This position is not eligible for relocation
Roche is an equal opportunity employer.
Information Technology, Information Technology > IT Infrastructure and End-User Services
Hoffmann-La Roche Inc.