Onsite User Services Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
As an IT Onsite Support Specialist, you will drive exceptional end-user IT experiences by managing second-level onsite support services across complex PC and Mac environments. In this role, you will lead operational service delivery, ensure adherence to ITIL best practices, and partner with key stakeholders to deploy innovative digital workplace solutions. You will play a pivotal role in ensuring that our teams are equipped with seamless, modern technology to deliver meaningful outcomes for patients.
Your Responsibilities
Manage Onsite IT Operations: Oversee second-level incident resolution and request fulfillment in line with ITIL standards, maintaining target SLAs and delivering top-tier customer satisfaction ratings.
Enhance Digital User Experience: Support site events, meetings, and workplace technologies (collaboration suites, web conferencing, and AV equipment) to promote technology adoption and best practices.
Lead Local & Regional IT Deployments: Deliver local and regional workplace, network infrastructure, client hardware, and employee experience projects, tracking adoption and success metrics.
Manage Vendors & Service Delivery: Oversee third-party vendors and service providers, conducting regular service reviews and managing contracts to ensure high-quality service delivery.
Drive Strategic Communication & Adoption: Execute clear communication strategies for IT services and projects, coordinating user onboarding to ensure new hires maximize value from IT tools.
Foster Business Continuity & Compliance: Partner with business stakeholders to support Business Continuity activities while ensuring all operations comply with global IT standards.
Who You Are
You are an agile, outcome-oriented IT professional who brings a customer-centric mindset and strong technical curiosity. You thrive in collaborative, fast-paced environments and excel at translating technical solutions into clear, non-technical language for stakeholders.
Education & Professional Background: Bachelor’s degree in Computer Science, Engineering, or a related discipline (or equivalent practical IT experience).
Technical Support Expertise: 3 to 5 years of hands-on experience providing onsite or remote technical support in combined PC and Mac environments.
Service Management & ITIL: Solid working knowledge of ITIL Incident Management processes and experience using ticketing tools (e.g., ServiceNow).
Infrastructure & Collaboration Systems: Good understanding of networking concepts (TCP/IP, Wireless, Ethernet), audio-visual systems, web conferencing, and modern productivity ecosystems.
Stakeholder & Project Capabilities: Proven ability to manage vendors, lead implementation projects, and communicate effectively with diverse technical and non-technical teams (Agile/SCRUM experience or certification is a plus).
At Roche, you’ll thrive in a culture that values different perspectives and creates a place of belonging, where we challenge ourselves to excel and achieve strong results, together.
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.