Costa Rica Job Openings

Roche

Site IT Operations Engineer - Infrastructure and User Support

San Jose

FULL TIME

December 3, 2024

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Key Responsibility

Proactively support IT infrastructure, focusing on stability and resilience through continuous monitoring and proactive maintenance.
Design and implement comprehensive maintenance schedules to ensure reliability, prevent downtime, and address issues before they impact operations.
Identify, analyze, and resolve infrastructure vulnerabilities, emphasizing operational continuity and proactive risk management.
Lead the execution of IT infrastructure projects, ensuring they meet site-specific needs, comply with standards, and bolster overall system resilience.
Engage with technology vendors and service providers to optimize infrastructure performance, ensuring components align with technical and operational requirements.
Develop and maintain clear, detailed operational procedures and documentation to support consistent infrastructure reliability and compliance with best practices.
Deliver advanced technical support for hardware, desktop, and network infrastructure to enhance end-user satisfaction and ensure a reliable experience.
Foster effective communication with end-users, providing timely updates, technical education, and support that meets both technical and non-technical needs.
Develop, review, and refine end-user support strategies, driving improvements in response time, service delivery, and knowledge sharing.

Desired Technical Skills:

Operating Systems: Windows, mac OS. This includes installation, configuration, troubleshooting, and maintenance.
Networking: Strong understanding of networking concepts such as TCP/IP, VPN, DHCP, DNS, and wireless technology, including hands-on practice on network infrastructure such as routers, switches, access points, patch panel
Hardware: Proficiency in managing and troubleshooting desktops, laptops, servers, printers, and other peripheral devices. Knowledge of hardware setup, repair, and maintenance is necessary.
Software and Applications: Familiarity with various software, including office productivity suites (such as Microsoft Office and Google Workspace), email clients, and specialized enterprise applications.

Requirements

Technical degree in electronics, computer maintenance/science, or technology-related + 5 years experience in a local support environment supporting multiple hardware platforms, mobile devices, and tablets.
Experience coordinating support and maintenance activities within global IT organizations.
Knowledge of ITIL and ITSM practices related to
A strong command of the English language is needed for effective communication within the organizational and customer context.

Core Competencies:

Technical Proficiency: You will be responsible for resolving technical issues in real-time over the phone and through remote access. You will need experience providing end-user technical support in an enterprise environment, with the ability to identify root causes and effectively resolve issues accurately.

Collaborative Problem-Solving: You are not alone in supporting our users; you will work closely with your team to resolve complex technical issues. You will need strong collaboration skills and a willingness to learn and share knowledge with your colleagues.

Process Accountability: Take ownership of key processes by creating clear, standardized procedures and consistently following them. Regularly review and improve these processes to enhance efficiency and meet organizational standards.

Who we are

At Roche, more than 100,000 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.

The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.

Roche is an Equal Opportunity Employer.

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