Description

In this role, you will be the go-to expert for complex IT challenges in laboratory infrastructure, ensuring smooth network operations and resolving issues for customers across the EMEA region. Your day-to-day responsibilities will involve troubleshooting, supporting product updates, and enhancing customer experiences.

Requirements

• •Completed degree in computer science, medical technology, vocational training as an IT specialist, or comparable qualification
• •Sound knowledge in IT networks
• •Sound knowledge in operating systems (e.g., Windows)
• •Ideally knowledge in databases (e.g., SQL)
• •Experience in IT support or implementation of software solutions
• •Preferably experience in medical or laboratory technology
• •Confident and solution-oriented communication
• •Enjoyment of direct customer contact
• •Structured and independent work
• •Team player with knowledge sharing
• •Fluency in Dutch and German
• •Confident communication in English (min. B1/B2)

Tasks

• •Analyze and resolve malfunctions in Roche Information Solutions products
• •Perform remote maintenance and simulate customer environments
• •Ensure the functionality of customer networks
• •Troubleshoot firewalls and network components
• •Conduct remote maintenance at customer sites
• •Process customer and employee inquiries via phone and in writing
• •Manage complaints in coordination with global 3rd Level Support
• •Support product updates, upgrades, and patches
• •Document all solutions in the CRM system
• •Assist with customer and employee training
• •Implement optimizations in support and product lifecycle
• •Participate in improvement initiatives