IT Field Service Engineer at Roche Kenya

Roche in Nairobi, Kenya is seeking an IT Field Service Engineer for the Diagnostics portfolio, to provide diagnostic instrumentation post-sales technical support in accordance with the manufacturers specifications and Roche Diagnostics standards.

Key Responsibilities:

Technical Support

• Support clients technical support needs by advising on the systems and products in line with global requirements and by installing computer hardware and software in line with client needs and relevant SOPs.
• Identify system problems by troubleshooting, analysing the issues, conducting research and recommending relevant solutions.
• Plan for installations and sourcing of required boot/car stock (IT hardware, software and associated materials and equipment) by preparing warehouse requisition documentation and receiving the stock well before the scheduled installation as required.
• Support installations and upgrades by implementing relevant computer hardware and software solutions in line with manufacturing standards for installation and upgrades.
• Support full registration of software with GCS (Global) and full integration of computer hardware and software systems for relevant diagnostic instrument/s with the relevant LIS (laboratory Information System) by complying with the correct communication protocols.
• Support resolution of complex problems by escalating the related challenges to relevant stakeholders and follow up on their resolution in line with company policy or SOPs as required.
• Support complex IT installations by providing IT project management support for related technical work.
• Provide Electronic Field (Case) Service Reports by completing the report and sharing it with the relevant stakeholders within 24 hours of completion of allocated work.

Stakeholder Management

• Serve clients and stakeholders by adhering to client service level agreements deliverables & department planning and activities roster (including timelines) in respect of IT support services.
• Maintain a high level of customer engagement by conducting visits to client sites and providing regular feedback on IT hardware and software elements.
• Support technical knowledge of clients and other stakeholders by providing relevant training on the IT software program/s and/or reporting applications, advising business areas with relevant IT hardware and/or software knowledge and specifications and providing IT assistance to cross-functional teams.

You, as an ideal candidate, will have the following skills, experience and education:

• Essential: A diploma or degree qualification in Information Technology/ Information Systems/Systems Development or equivalent.
• Experience: 3- 5 years’ experience in IT hardware and software technical configuration support
• The successful candidate needs to be in possession of a valid drivers license and have a valid passport (within 3 months of employment)
• Required knowledge: Service CRM case management systems (logging case details).