Network Services Agent SME
Roche Deutschland Holding GmbH
San Rafael de Escazu (Pharma), Costa Rica
hace 5 días

As a Network Services Agent SME you will be based in San José, Costa Rica. You will be

working at Roche Services Americas, which is one of the Roche Shared Services Centers

worldwide providing IT, Finance, Procurement services to various countries in the Americas


Provides first-level technical resolution via multiple channels (eg Phone, Chat, Email) to provide

support to end users. Support includes multiple enterprise applications (e.g. Google suite, MS

Office suite, SAP, Internet browsers), and business / department-specific specialized

applications (e.g. Rexis, Salesforce, Aurora, Cisco Contact Center).

Troubleshoots multiple platforms to include Windows, Macintosh, smartphones and tablet

devices. Identifies and resolves hardware and software application conflicts. Follows global

process for incident escalation to second level work groups. Opens and closes service requests

and incidents, as well as manages the classification, assignment, tracking and completion of


Acts as a Subject Matter Expert (SME) for at least one of the following applications,

software, hardware or other and ensures technical expertise of SME area is learned in

depth as main point of contact for SSC.

Acts as mentor to Service Desk Agent roles, as appointed by direct and / or operational manager.

Responsible for maintaining and continuously improving the quality system and achieving

quality objectives through daily actions. Drives overall end-user satisfaction through individual

and departmental Key Performance Indicators (KPIs).

Expert in the knowledge and implementation of a service, technology and / or application in the

SSC Organization.

Works with the service owner and ensures training of information across SSC.

Responsibilities can include writing knowledge articles, teaching others, partnering with

governance roles and managers to ensure the SSC provides effective support.

The Network Services SME is skillful on remote troubleshooting support. Knows and

understands the different two-factor authentication tools, virtual-hardware-specific platforms

and virtualized applications along with their request process, usage, functionality, enrollment

and troubleshooting. Identifies with ease how to proceed in concrete scenarios when the

remote software malfunctions.

Specialist in the different options plus the audience that uses each.

Constant communication with solution owner to ensure satisfaction in case there's a scheduled

interruption or service. Also, aware of current and common service disruptions along with the

proper course of action.

Point of contact and knowledge facilitator about resources available.

Continual assurance of validated information being up-to-date and involve the accountable

individuals for such updates if applicable.

Your main task will include :

Responsible for IT incidents and requests received via multiple channels

e.g.telephone, email, chat, self service portal, ticketing application or other.)

Understand and adhere to Incident Management and Problem Management

processes and policies. Ensure that resolutions are consistent with global

standards and processes and do not introduce additional conflicts.

Provides first level support for incidents for Roche approved software (SW), aligned

with global and regional practices (e.g. Windows 7, Apple OS, Adobe Products or


Provides first level support for incidents for Roche applications related to the

Google Suite, Microsoft Office, SAP, Document Management tools (e.g. touchpoint,

Sharepoint, Coremap), Conferencing tools (e.g. Webex), MAC Applications, and


Provides first level support for Roche approved standard, and exception, hardware

e.g. laptops, desktops, tablets, mobile phones / devices, monitors and printers), and

assistance for hardware (HW) requests per knowledge articles by location / site of

end user. P

Provide assistance for SW requests and follows the appropriate process per

knowledge article.

Manages ticket lifecycle. Open and close service requests and incidents in the ticketing

tool, as well as manage the classification, assignment, tracking, and completion of

requests. Ensure end user is properly informed about progress and manages end user


Escalates incidents / service tickets that can not be resolved at first level to level 2 subject

matter experts per knowledge article’s assigned service owner.

Instructs end users on how to best use Roche tools and services as part of ongoing

support during end user interactions.

As the ideal candidate for this role, you have an H.S. Diploma or equivalent and a

minimum of 5 years experience working in a customer support environment, call center,

help desk or desk-side support environment required; or Associate’s Degree and a

minimum of 2 years experience working in a customer support environment, call center,

help desk or desk-side support center

1 Year of experience supporting applications on a in IT Service Desk or Deskside


Proven experience managing roles of SME os technical expert is a must

Your further qualifications are :

Outstanding customer service, interpersonal skills and sense of urgency

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

Ability to work in and contribute to a highly team-oriented environment

Advanced ability with office productivity tools (Microsoft Office Suite, Google Apps)

Ability to explore new ways of sharing knowledge (e.g. images, videos)

Strong decision making and problem solving skills

Excellent technical skills for analyzing and troubleshooting problems in a complex

customer environment 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

Good understanding and strong demonstration of the English language

Work is performed under limited directions. Establishes own work priorities and timelines

Strong knowledge on network configurations, strong on nodes, links protocols and IPv4

and IPv6

Knowledge on routing and switching protocols, network devices and their main purpose

Identify benefits and drawbacks of existing network configurations

Experience and proven knowledge on network security, standards, and protocols

Troubleshoot network problems, ability to understand network components and identify

problems associated to them

Proven knowledge supporting and configuring Airport networks, configuring network

preferences, sharing and diagnostics

Experience supporting virtual environments, citrix environments and remote desktops

connection protocols

Certificates, Licenses and Registrations :

CCNA, Comptia Network+, Apple Certified Associate Knowledge preferred, certification

is a plus

Network fundamentals and Voice IP knowledge requiere Cloud computing and

application certification desired

The desired start date would be as soon as possible.

Roche is an equal opportunity employer.

Information Technology, Information Technology >

IT Service & Operations

  • At Roche, 94,000 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.

    Roche is an equal opportunity employer.

  • Location Costa Rica, San Rafael de Escazu (Pharma) Function Information Technology Subfunction IT Service & Operations Schedule Full time Job level Individual contributor Job type Regular Division Roche Pharmaceuticals Posted since 2018 / 10 / 06 Posted until 2018 / 11 / 04 Job-ID 201809-122574
  • Melissa Avila
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