IT Support Engineer at Zipline

We didn't just build the world's largest autonomous network, we're transforming what's possible with on-demand delivery. Deliver faster, farther and reach customers, patients, and lives like never before. See how Zipline is changing the way the world thinks about on-demand delivery.

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 teams 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 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 entails addressing issues as they arise across multiple distribution centers and operational countries in Africa and will require at least 50% of your time working at a Distribution Center. 

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.

 What You'll Bring

Required

• HND or Degree in IT, Computer Science, Computer / Networking Engineering or related fields with at least 3 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.

Method of Application