IT Support Engineer Job at Zipline

Zipline - Do you want to change the world? Zipline uses drones to deliver critical and life-saving medicine to thousands of hospitals serving millions of people in multiple countries. Our mission is to provide every human on Earth with instant access to vital medical supplies. Join Zipline and help us make this a reality for billions of people.

We are recruiting to fill the position below:

Job Position: IT Support Engineer, Nigeria

Job Location: Pambegua, Kaduna

About You and the Role  

• Do you want to not only make a difference in your community but around the world? Zipline is looking for an IT Support Engineer to support our Nigeria-based Zipliners and Africa Distribution Sites.
• This role will be based at one of our Distribution Centers in Nigeria and will require occasional travel between our different centers in Nigeria.
• 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 can troubleshoot and solve straightforward problems that do not already have documentation and create it when needed.
• 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.
• Zipline believes access to medical care should not depend on your GPS coordinates. We are at the forefront of a logistics revolution, using autonomous aircraft to deliver just-in-time, lifesaving medical supplies on 3 continents around the world right now, 7 days a week.  Are you interested in building a system that 200 million people will depend on with their lives?

Responsibilities
What You'll Do:

• Provide technical support for users using Jira Help Desk ticketing system.
• Partner with our cross-functional, multinational teams to establish global standards and processes for things like IT inventory monitoring/shipping, IT onboarding for new team members, establishing safe security protocols for all devices that our team accesses, and more.
• Support IT Operations across multiple distribution centers for teams in Nigeria.
• Ensure timely follow-through 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.
• Support with 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.
• Provide technical guidance and education for users on Windows, Chrome, Mac, and Linux OS.
• Ability to move/lift up to 49lbs.

Requirements
What you'll bring:

• Experience in a customer-facing position in the past.
• Experience with troubleshooting AV equipment.
• Experience working as part of a global team across multiple time zones, countries, and languages.
• You can communicate effectively (verbally and in writing) and build strong relationships with internal business teams and external stakeholders.
• Knowledge of Networking and HTTP/S Protocol.
• Ability to translate technical concepts into simple language for users to understand.
• Experience working in a multiplatform environment with MacOS, Windows, and ChromeOS.
• Experience in one or more of the following: Google workspace, Microsoft 365 administration, Linux Administration.
• Experience with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP.
• Experience in PC repair, troubleshooting, deployment, and liquidation.
• Strong eye for process standardization.
• Experience using Okta, JAMF or similar Mobile Device Management (MDM) tools (desired).
• Experience using Jira Help Desk or similar ticketing tools.
• Experience in communicating fluently in french. (desired) 
• Must be eligible to work in Nigeria.