IT Support Specialist

United States of America, Indiana, Indianapolis

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Job Summary:

As an IT Support Specialist, you will provide customer facing technical resolution with end users for computer hardware support, mobile devices, and tablets.  You will work within local service points or will be embedded with the business to consult end users on the best tools to be as efficient and effective as possible.  This includes 2nd level support for enterprise applications such as: Google suite, MS Office suite, SAP, Internet browsers, as well as business/department specific specialized applications (e.g. Rexis, Salesforce, Aurora, Cisco Contact Center). You will troubleshoot multiple platforms including Windows, Apple, iOS, smartphones, and tablet devices. You will follow global processes for incident escalation for second and third level work groups. You will help identify and implement innovative solutions for customers. You will complete open service requests and incidents, as well as tracking completion of requests.

Responsibilities:

  • Works in a professional manner at all times and maintains a consistent image of Site IT, through open communication, reliability, transparency, high availability, and promotes the values and benefits of the Site IT organization.

  • Applies extensive cross-functional expertise in the context of company objectives to independently address complex problems; Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results, Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors, including interorganizational impact.

  • Provides high-quality technical support and advice on various technical Roche platforms in the areas of operating, client core and communication software to facilitate the resolution of IT incidents at site level according to SLAs. Escalates issues when out of scope or beyond rights and permissions.

  • Collaborates with peers, business partners, and various support teams to provide continuous improvement, speed to value, and the most efficient and effective solution for customer issues.

  • Ensures services are delivered according to agreed service levels in a transparent, reliable, and flexible process with a strong customer service focus.

  • Supports hardware (e.g. laptops, desktops, tablets, smartphones, printers and faxes, multimedia, videoconferencing, etc.) on-site.

  • Must understand and employ Agile methodologies and ways of working. 

  • Keeps abreast with latest developments in area of responsibility through specialized training and ensures this know how is incorporated into the engineered solutions.

  • Supports the Problem Management Process.

  • Engineers innovative and specific components for new solutions in the area of responsibility.

  • Evolves, improves, and fine-tunes the local solutions and technologies through release management.

  • Supports – and owns if so required - Root cause investigations, vendor engagement, and engineering proposals of fixes to the developed solutions.

  • Consults end users on IT services that are provided by Roche IT organizations globally.

  • Creates, maintains and promotes the use and sharing of local knowledge documents.

  • Supports local departments in making the best possible use of centrally provided IT services.

  • Continuously and proactively prepares evaluations on SLAs fulfillment using KPIs and developing recommendations for optimizing services and processes together with the users and service providers

  • Proactively identifies qualitative and quantitative weak points and addresses them to the proper recipient.

  • Displays an understanding of the end users’ needs and seeks ways to add value to it.

  • Continuously documents and maintains internal processes.

Additional tasks:

  • Presents complex technical information to a non-technical audience in a clear and easy to understand manner.

  • Takes ownership of incidents and act decisively to ensure our customers maintain IT productivity.

  • Coordinates service provider, group escalation responses and provide follow-up on contacts.

  • Provides 2nd level technical resolution in person or via remote for field based employees for hardware: computers, desktops, smartphones, tablets, and mobile devices.

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

  • Understands and adheres to global and local IT policies and processes.

  • Deploys hardware to end users including campus and field utilizing established request ticketing process.

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

  • Applies Roche law hold policy as defined and needed for hardware and devices.

  • Miscellaneous Projects – IT and Business Support.

  • Attend business meetings for IT support/hardware refresh and deployments.

  • Consults with customers, gathers feedback, translates the needs, and applies the best technical solutions.

  • Exercises interpersonal and communication skills while engaging with all levels.

Requirements

  • Associate Degree or equivalent training, and specific knowledge and training in software applications.

  • 3 years’ experience working in desk side environment supporting multiple hardware platforms, mobile device and tablets.

  • ITIL Practitioner or ITIL Foundations III preferred.

  • Ability to travel when required.

  • Must have valid driver’s license.

  • 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.

  • Must have a high aptitude for learning.

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

  • Outstanding customer service and interpersonal skills.

  • Strong decision making and problem solving skills.

  • Ability and willingness to work in a flexible environment, and extended hours or modified schedule to support planned activities or emergency situations.

  • Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment, including excellent follow through skills.

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

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

  • Good understanding of the English language.

Preferred:

  • Experience in technical and training principles, theories, and concepts in Information Technology.

  • 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.

  • Ability and willingness to work in a flexible environment, and extended hours or modified schedule to support planned activities or emergency situations.

  • Strong customer service acumen and capability to drive end user satisfaction.

  • Exceptional interpersonal communication and presentation skills.

  • Strong understanding of managing metrics.

  • Must have a high aptitude for learning.

  • Must be highly accountable and results oriented; persistence, resourcefulness, drive, and ability to work proactively.

  • Strong decision making and problem solving skills.

  • Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment, including excellent follow through skills.

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

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

  • Complete understanding of technical and training principles, theories, and concepts in Information Technology preferred.

  • Understanding of Agile mindset, methodologies, and tools.

  • Strong experience and depth of knowledge of ServiceNow preferred.

  • Strong experience and depth knowledge of in:

    • Windows and Mac desktop platforms

    • iOS devices

    • Enterprise application support

    • Google and Microsoft suite of applications

*We are unable to offer relocation or visa sponsorship for this position.

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Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation in connection with the on-line application process, please email us at US.Accommodation@roche.com.