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Offers “Roche”

days ago Roche

Systems Administrator

  • Internship
  • Escazu, COSTA RICA
  • IT development

Job description



· Job facts

Essential Responsibilities:

To perform this job successfully, an individual must be able to learn or perform these essential duties and responsibilities:

GUSC & Global Product Support

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Primary liaison between GSA (Global System Administrator) and end users for pilot testing and deployment.

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Consult with and make recommendations to the RSS personnel on system updates, risks and vulnerabilities.

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Maintains all documentation pertaining to licensing.

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Serves as deployment planner for the RSS Americas.

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Monitors IT support statistics and provides updates to RSS leadership.

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Maintains local system administration passwords.

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Responsible for SCCM database.

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Gathers, analyzes, and provides feedback to engineering and project team on UAT and pilot results.

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Signs off on project lifecycle gate reviews, when required

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Performs data analysis on newly delivered solutions to determine the quality of delivery from end user's perspective and provides feedback to GIS and project management on delivery process and service introduction

Break/Fix, Repair and Hardware Support

Responsibilities include:

Technical & Hardware Support:

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Maintains ticketing queue for On-Site Support assignments

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Prioritizes incoming work and follows defined ticket management practices per policy; completes based on designated SLAs

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Analyzes technical issues and based on judgment, experience, and defined processes (incident, requests), take appropriate actions.

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Escalates incidents to other 2nd/3rd level service groups as needed

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Reaches out to customers for process inquires and feedback

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Provides detailed analysis of incidents and/or requests, when required

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Support VC/Meeting rooms in conjunction with Meeting Services group.

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Processes terminations for field and campus hardware reclaims

Break/fix & Repair

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Resolves incidents and/or requests for break fix tickets for computer hardware and mobile devices

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Complete warranty work on hardware and mobile devices, when applicable

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Orders warranty replacement parts for break fix components

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Clean data from hardware, desktops and laptop

Hardware Lifecycle Management

Responsibilities include:

Computer Imaging:

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Maintain imaging room hardware, inventory and organization

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Configure Windows and Mac computers for refresh, projects, and onboarding of new hires

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Test, image and configure images following Roche global protocols, including installing software and loading updates.

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Execute system testing and coordinate with GUSC, as necessary.

Device Deployment & Reclaim:

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Deploy hardware and IT equipment to end users utilizing established request ticketing processes.

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Reclaim hardware from end user changes, moves and terminations and provides end to end tracking of assets.

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Schedule customer appointments for hardware refresh

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Execute hardware deployments and migrates data from old machines

Computer & Mobile Device Inventory Management:

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Maintain and account for the inventory associated with site computers, mobile devices, IT accessories/peripherals; use inventory management tool when applicable

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Receive new equipment, stock and organize

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Maintain returned equipment/devices, keep all items organized appropriately

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Reclaim old hardware equipment and process all hardware reclaimed equipment including peripherals

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Complete law holds process and data clean up on old computer equipment, if applicable

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Activate and test new devices for new employees and assist with setup

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Assist RSS Americas users with 2nd level troubleshooting for all IT devices.

Subject Matter Expert

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Act as Subject Matter Expert (SME) for assigned area(s) of role responsibility as it relates to technical expertise

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Provide in depth subject knowledge on Roche IT hardware systems and equipment, devices and accessories/peripherals

Knowledge Management

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Responsible for knowledge article creation for assigned site equipment and associated processes.

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Creates content and evaluates effectiveness of knowledge base content to ensure accurate response information is available for SSC, in coordination with service owner.

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Review all assigned knowledge articles on a routine basis for accuracy, update and republish, as required

Training & Support Readiness

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Responsible to train employees on equipment/device usage

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Support RSS Americas trainers for new hire training associated with new device deployment

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Provide tips to RSS Americas trainers to drive team efficiency and effectiveness with IT provided tools

Quality, Process & Service Improvement

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Responsible for maintaining and continuously improving local IT system administration, coordinating tasks and activities between the RSS Americas and the GUSC.

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Understand and adheres to global and local IT policies and processes.

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Establish time-saving procedures for imaging and document processes

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Consistent focus on process improvement as it relates to all assigned processes.

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Participates in special projects, as requested

IT Vendor Management

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Acts as point of contact for technical inquires related with IT vendors.

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Provide consultancy to procurement and purchasing areas on IT related topics or purchases.

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Monitor the contract lifecycle with IT vendors.

REQUIRED QUALIFICATIONS

EDUCATION and/or EXPERIENCE:

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Technical degree or equivalent in Computer Science or a closely related scientific/technical discipline

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Minimum 4 years IT experience in a large-scale corporate environment.

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Extensive knowledge of IT professional concepts and company objectives.

Knowledge, Skills and Attributes:

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Ability to travel when required

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Ability to work in, and contribute to, a fast paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment.

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Must have a high aptitude for learning.

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Must be highly accountable and results oriented. Persistence, resourcefulness, drive and ability to work

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proactively.

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Outstanding customer service and interpersonal skills.

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Strong decision making and problem-solving skills.

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Ability and willingness to work in a flexible environment, and extended hours or modified schedule to support

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planned activities or emergency situations.

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Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment,

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including excellent follow through skills.

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Ability to communicate clearly with technical and non-technical audiences, both verbally and written.

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Strong organizational skills and ability to prioritize tasks among many competing requests.

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Strong understanding of the English language.

Certifications, Licenses and/or Registrations:

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ITIL Practitioner or ITIL Foundations III preferred.

Roche is an equal opportunity employer.
Information Technology, Information Technology > IT Infrastructure and End-User Services

· Who we are

At Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.