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IT SUPPORT ENGINEER-VACANCY AT ZIPLINE

IT SUPPORT ENGINEER

by Emmanuel Urua
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Job Description

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.

Responsibilities

  • 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 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.
  • 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.
  • Ability to move/lift up to 49lbs.

Qualification

  • Experience in a customer-facing position in the past.
  • Experience with troubleshooting AV equipment.
  • 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 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 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.

Location: Pambegua, Kaduna, Nigeria.

Apply: IT SUPPORT ENGINEER

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