1+ months

Tech Lead Site Support - Hillsboro

Roche
Hillsboro, OR 97123

Role Description:

If you are passionate about customer service, love technology, and want to have some fun while you work, then this is the role for you!  The Site Support Tech Lead is responsible for providing Specialized IT support and leadership in a GxP environment to our Pharma user community. 

This is an essential role in the North America Pharma User Services organization without which we would not be able to provide the amazing level of customer service that our community has come to expect. This position reports to the IT Manager of Focused Onsite Specialized Services and will be based in Hillsboro, OR.

Responsibilities:

  • Escalation Management:
    • First point of escalation for team members
    • Troubleshoots to resolve escalation on own or with peer tech leads
    • Engages the RSC incident management process and or manager as required
    • Technical coaching and mentoring for less experienced staff members
    • Make independent decisions to resolve complex technical issues
    • Comfortable presenting technical solutions for difficult to solve problems to all levels of peers and leadership.
  • KPI and SLA Management:
    • Monitors the teamâs workload to ensure team key performance indicator (KPI) metrics stay on track throughout the day.
    • Working in partnership with our Organizations OE expert obtains and provides feedback on how metrics are reported / recorded
    • Must be knowledgeable of ITIL and industry best practices
  • Infrastructure Management:
    • Extensive management of Active directory, GPPâs, GPOâs and associated tools
    • Manage user and computer configurations for multiple locations leveraging tools such as PowerShell, SCCM, OS Patching etc.
    • Must be able to thrive in a matrixed multi-functional support model. Frequently interfacing with varied groups and teams in multiple time zones across the globe.
    • Networking: Provide support for advanced network desktop configurations: LAN, WAN, wireless, VPN.
  • Incident Management SME:
    • Serves as ticketing application (currently HPSM soon to be Service Now) SME for the team.
    • Ensures tickets are assigned and routed to the correct groups to ensure compliance with our Service Level Agreements (SLAâs)
  • Knowledge Management:
    • Works with solution owner SME to document resolutions, workarounds, and frequently asked questions in HPSM / Service Now knowledge management solution articles.
  • Project Management: 
    • Stand-ins for manager as a delegate in project meetings when required. 
    • Participates in site leadership team meetings when required.
    • Collaborate with peers to identify and implement innovative, high quality solutions for our customers.
    • Ability to lead small / medium project teams.
  • Drive and recommend work process improvements.
  • Assist with new service pilots, deployments, and configurations.
  • Understand and adhere to incident management, request fulfillment, and knowledge management processes.
  • Provide technical support for:
    • Applications:  E-mail, calendar, office applications (word processing, spreadsheets, presentations, project), browsers, as well as department-specific applications.
    • Client technologies:  Macintosh, Windows, tablets, cell phones, wireless devices, video/audio conferencing and printing solutions
    • Networking: Provide support for advanced network desktop configurations: LAN, WAN, wireless, VPN.
  • Provide Support to specialized GxP environments
    • Provide extensive support for Manufacturing and LAB computing environments
    • Act as a change owner / approver for IT change tasks as they relate to both IT GxP and non GxP changes.
    • Skilled in executing and authoring system Validation / qualification documents
    • Partner with QC laboratory Scientist, QC leadership, external vendors, and global IT counterparts in FPP to establish QCIT standards, perform GxP assessments, application testing, and Computer System Validation
    • Manage / Support Patching / Security for All Lab systems - Genentech sites
  • Provide support to mobile users who work at home, travel, or work from a remote office.
  • Identify, troubleshoot, and resolve hardware and software application conflicts.
  • Install and upgrade software and operating systems as needed
  • Provide status updates to the users per our SLAs

Qualifications/requirements:

  • Bachelorâs degree in computer science, information technology, or other relevant field preferred
  • 7-10 years of experience supporting Windows, Macintosh, mobility platforms, Linux, Microsoft Office suite of applications and Google suite of products (gMail, gCalendar, gDrive, etc.) and intermediate to advanced network concepts and troubleshooting tools (TCP/IP, remote access solutions, network file shares, tracert, netstat, etc.).
  • MCITP, MCDST, A+ and other ITIL Certifications preferred.
  • Interested in learning how to use data (metrics and reports) to drive better service, products, and processes.
  • Well versed in ITIL core processes:  Incident Management (IM), Request Management (RM), and Knowledge Management (KM)
  • ITIL Certifications a plus
  • Demonstrated experience in PowerShell and other Microsoft tools
  • SCCM expertise a plus
  • Superior customer service skills with demonstrated leadership skills
  • The position requires occasional off hours support and may be required to be on call
  • Travel requirement of up to 30%
Posted: 2018-12-20 Expires: 2019-03-24

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Tech Lead Site Support - Hillsboro

Roche
Hillsboro, OR 97123

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