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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
