Support Engineer (Networking, ITOT)

Main Purpose of the Position: Providing technical support for Genentech staff in the GxP Manufacturing and Quality area. Skilled at providing end user support in a complex, 24x7 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. As part of the Site Team and larger Global IT OT organization, you will also be expected to contribute to Manufacturing Operations Management initiatives and optimization/standardization of the global IT OT landscape. Responsibilities: Troubleshoot multiple computer platforms: Windows, Macintosh, Linux and Mobility devices. Support multiple enterprise and department applications Partnering with Automation, provide critical support for manufacturing business systems i.e.MES, DCS, SCADA. Support computers within the GMP areas, including shop floor and labs. Provide support for network configurations: LAN, WAN, wireless, VPN. Install and upgrade software and operating systems. Troubleshoot networked and local printers. Identify and resolve hardware and software application conflicts. Open and close service requests, as well as manage the assignment, tracking, and completion of requests. Coordinate with other sites 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 mission critical environment. Manage user accounts, access rights, device and print queues. Keep current documentation on systems, such as hardware and software manuals, system site guides, change control, license agreements, and service contracts Troubleshoot immediate system issues, and inquiries as they arrive during normal business hours. Participate in an after hours on-call support rotation Document system changes and incidents in ServiceNow Attend coordination meetings with different user groups to understand improvement and support opportunities.

Strong interpersonal communication skills BS degree in Computer Science desirable 2 to 5 years experience providing onsite and/or remote technical support Basic knowledge of basic network concepts (e.g., TCP IP, Windows Networking, Ethernet). Outstanding customer service and interpersonal skills. Ability to work in a team environment Must be comfortable working under pressure, delivering quality results with schedule deadlines and have a proven track record in meeting schedule for tasks while still meeting or exceeding business requirements and goals