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To perform this job successfully, an individual must be able to learn or perform these essential duties and responsibilities.

End-User Experience: This focus is on enhancing user satisfaction by improving the usability, accessibility, and pleasure provided in the interaction between the user and the IT environment.

Provide daily technical support to employees for desktop software, hardware, and network infrastructure, ensuring a seamless user experience.

Assist users through various lifecycle activities, including onboarding, moves, transfers, and terminations, ensuring smooth transitions.

Communicate effectively with end-users to provide status, inform, educate, and assist on IT services, fostering a responsive support environment. Communicate technical information clearly and effectively to both technical and non-technical employees.

Install, configure, and troubleshoot desktop systems, workstations, laptops, and network issues.

Develop and deliver training modules to educate end-users on basic and specialized applications, promoting the efficient use of technological resources.

Hardware and Asset Lifecycle: Collaborates in the procurement, maintenance, and disposal of IT hardware assets, ensuring they are up-to-date, functional, and meet organizational needs throughout their lifecycle.

Configure, deploy, and reclaim IT hardware for employees in diverse technological environments, ensuring devices are ready for use.

Maintained imaging room hardware and kept computer images current, following global standards and protocols.

Support hardware refresh cycles by scheduling and executing upgrades or replacements, maintaining device efficiency.

Assist in maintaining IT equipment inventory, ensuring accurate records and timely updates. Take care of assets and keep the storage room organized.

Oversee receipt, organization, and deployment of new equipment, as well as the processing and recycling of reclaimed hardware.

Ensure compliance with local and global asset management policies, maintaining audit readiness.

Support telecommunications needs, including incident resolution with vendors, analysis of issues with mobility devices and service invoices.

Infrastructure Operations: Collaborates with the daily operations of the IT infrastructure, ensuring systems are maintained and operate efficiently to support organizational activities.

Execute routine maintenance tasks to ensure stability and operational continuity of IT infrastructure.

Assist in site-wide IT infrastructure projects or special assignments related to network, audiovisual, telecom, and other Site IT services, supporting successful delivery.

Support during planned downtime activities to ensure IT infrastructure reliability and minimize disruptions.

Support local infrastructure vendors during scheduled visits, ensuring compliance with standards and timely resolution of issues.

IT Service Management: Adheres to and practices IT service management by aligning IT services with organizational needs and business objectives, focusing on continuous improvement.

Collaborate with key stakeholders (IT Business partner, Service desk, System Admin, Engineering teams, external vendor, among others) to deliver the defined level of service and implement improvements to it.

Contribute to creating and maintaining knowledge base articles to support IT processes and user education. Ensure the knowledge base is up-to-date and effective in assisting end-users and IT staff.

Follow IT industry best practices for incident management, request fulfillment, and other  ITIL-aligned support processes.

Manage incoming support interactions through the ticketing system, walk-ups, prioritizing issues to meet Service Level Agreements (SLAs) and the organization's key performance indicator (KPI)

Events and Audiovisual: This position supports organizational events by managing and operating audiovisual equipment, ensuring the seamless execution of presentations and events.

Assist with company events, ensuring event producers have the necessary connectivity and access to local systems.

Perform room inspections to verify system integrity and stability for end-user usage.

Ensure audiovisual (AV) equipment is fully functional for meetings and events, providing hands-on troubleshooting when necessary.

Ensure proper screens and monitor operation throughout the site, following team standards.

Support conference room and video conferencing (VC) systems, collaborating with Meeting Services to ensure quality.

Continuous improvement and business process:

Identify areas for process improvement, proposing and implementing solutions to enhance efficiency in liaison with the process/service owner.

Ensure compliance with quality standards through accurate and up-to-date documentation of processes.

Follow internal policies and industry best practices to Maintain password security, licensing, data integrity, and systems security.

Support continuous improvement activities to ensure high levels of quality, optimized processes, and internal education programs.

Drive the continuous improvement of IT services and site administration to align with organizational goals.

Support key business activities, including internal audits, certifications, and inventory management. Collaborate with vendors and assist visitors to ensure compliance and operational efficiency.

Core Competencies:
 

Customer Service Orientation: This role revolves around providing exceptional customer service. You will need excellent active listening skills, empathy skills, and the ability to communicate technical information effectively to non-technical users. 

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. 

Key Skills:

Adaptability: You should thrive in a dynamic, fast-paced environment and be capable of managing multiple priorities effectively while maintaining composure and flexibility. This role requires adaptability to changing workflows and priorities.

Learning Aptitude: A high aptitude for learning new technologies and processes is crucial. You must quickly absorb and apply new information in a practical, real-world setting.

Accountability and Drive: You must be highly accountable and results-oriented, with a persistent and resourceful approach to work. The ability to work proactively and resolve issues is essential.

Organizational Skills: Strong organizational skills are essential, including prioritizing tasks among many competing requests. This helps maintain efficiency and effectiveness in daily operations.

Language Skills: A strong command of the English language is needed for effective communication within the organizational and customer context.

Recommended Technical knowledge:

Operating Systems: Windows, macOS. This includes installation, configuration, troubleshooting, and maintenance.

Networking:  Understanding of networking concepts such as TCP/IP, VPN, DHCP, DNS, and wireless technology

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. 

Important Notes:

The role of the IT Onsite Engineer is fundamentally dependent on physical presence to support onsite systems, resolve technical issues efficiently, and assist users in real time. Due to the nature of these responsibilities, work-from-home availability ensures that onsite support remains uninterrupted and effective.

The IT Onsite Engineer role operates regularly during daytime hours, Monday to Friday. However, with advance notice, flexibility may be required to support activities outside standard working hours, such as night or weekend events. These schedule adjustments are managed to ensure operational needs are met while maintaining an appropriate work-life balance.

This position includes participation in an on-call rotation to ensure coverage for IT emergencies or unplanned situations. This is essential for maintaining responsiveness to critical incidents and providing uninterrupted support when unexpected issues arise.

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.