IT Support Engineer at Zipline

• As an IT Support Engineer at Zipline, you will use your technical skills and top-notch customer service to provide support for computer hardware, networking, operating systems, and application software.
• You will troubleshoot and solve straightforward problems, create documentation where necessary and be a pioneer in streamlining the IT processes in Nigeria.
• You will be crucial to our business, ensuring we are driving our mission forward and that our teams are running as smoothly as they can to deliver every life-saving package as efficiently as possible.
• This role will be based at one at our Kaduna Distribution Center in Nigeria and will require occasional travel between our different centers in Nigeria.

What You’ll Do

• Provide technical support for our Jira Help Desk ticketing system.
• Partner with our cross-functional and multinational teams to establish global standards and processes for IT inventory monitoring/shipping, IT onboarding for new team members, establishing safe security protocols for all devices, educating and guiding users on technical concepts.
• Support the implementation of IT policies across multiple distribution centers.
• Analyze IT Support inquiries to identify recurring user problems, recommend solutions, identify areas where service can be improved and establish improvement plans.
• Write and implement technical guides to resolve basic issues and understand common workflows.
• Troubleshoot and provide technical guidance and education for users on Windows, Chrome, Mac, and Linux OS.
• Manage user access to resources and applications on Google Workspace and Office 365 (Gmail, OneDrive, Docs, Sheets, Confluence, office 365 apps etc.).
• Ensure timely follow-ups with user tickets and drive issues to resolution.
• Monitor network performance across the various distribution centers, document and report downtimes and take proactive steps for resolution.
• Use Mobile Device Management (MDM) tools or systems such as Jamf, Okta and Google Workspace for managing devices and workstations.
• Communicate effectively (verbally and in writing) and build strong relationships with internal teams and external stakeholders.
• Work as part of a global team across multiple time zones, countries and languages.

Required
What You’ll Bring

• HND or Degree in IT, Computer Science, Computer / Networking Engineering or related fields with at least 3-5 years of relevant experience in the field.
• Experience with providing stellar customer service to internal and external stakeholders.
• Experience with troubleshooting Audio Visual equipment.
• Experience in one or more of the following: Google workspace, Microsoft 365 administration, Linux administration.
• Experience working in a multiplatform environment with MacOS, Windows, Linux and ChromeOS.
• Knowledge of Networking Protocols, VPNS and network security.
• Experience using Jira Help Desk or similar ticketing tools.
• Must be eligible to work in Nigeria.

Desired

• Experience with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP.
• Experience in PC repair, troubleshooting, deployment and liquidation.
• Experience using Okta, JAMF or similar Mobile Device Management (MDM) tools (desired).
• Ability to translate technical concepts into simple language for users to understand.