IT Support Engineer at Zipline

Job Description

• 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.
• This role will be based at one of our Distribution Centers in Nigeria and will require occasional travel between our different centers in Nigeria.
• 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?

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 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.

What You'll Bring

• 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.