Provides technical support for Genentech staff. 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.
Provide Amazing Customer Service.
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.
Education and Experience:
BS degree in Computer Science 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.
Strong organizational skills and ability to prioritize tasks among many competing requests.
Professional appearance, attitude, and demeanor.
Must possess an in-depth knowledge of PC software and hardware for desktop, laptop and mobile computers (Smart Scanners), with additional knowledge in the Mac area being a plus.
In-depth knowledge of Microsoft Office suite of applications.
Must have a good understanding of web conferencing and mobility technologies and an understanding of audio visual equipment as it relates to PC/Mac platforms.
Experience supporting mission-critical production systems in an enterprise environment.
Experience in support of applications within FDA-regulated (GxP) environments.
Ability to focus on projects in a fast pace environment with frequent interruptions, changing priorities and deadlines.
Skilled at setting priorities to complete tasks / projects within scheduled timeframe.
Demonstrated communication and interpersonal skills (oral, written, telephone) including diplomacy, tact, and flexibility to interact effectively and respond to employees and outside contractors with technical and non-technical problems.
Strong analytical skills for effective troubleshooting and problem solving
Encourages others in fostering effective teamwork and actively solicits ideas from others.
Can lead small projects and mentor/lead individuals in workgroup. Plays lead role responsible for key deliverables (on behalf of multiple resources) on projects. Represents workgroup on project teams and influences the decisions and direction of project. Serves as the “go to” resource for the work group or project team.
Normally receives little instruction on day-to-day work, general instructions on new projects or assignments.
Genentech, a member of the Roche group and founder of the biotechnology industry, is dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life-threatening diseases. To solve the world's most complex health challenges, we ask bigger questions that challenge our industry and the boundaries of science to transform society. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis.
Diversity and Inclusion (D&I) are critical to the success of our company and our impact on society. We believe that by championing diversity of background, thought and experience, we can foster a sense of belonging and provide an environment where every employee feels valued, included, and able to contribute their best for the patients we serve. We’re focused on attracting, retaining, developing and advancing our people to their full potential by rewarding bold ways of thinking and integrating inclusive behaviors into every aspect of our work.
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Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.
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