Helpdesk Engineer, Zimbabwe 498 views

Helpdesk Engineer

Country : South Africa

Type : Full Time

Program (Division) : Information Technology

Overview

The Clinton Health Access Initiative, Inc. (CHAI) is a global health organization committed to saving lives and reducing the burden of disease in low-and middle-income countries, while strengthening the capabilities of governments and the private sector in those countries to create and sustain high-quality health systems that can succeed without our assistance. For more information, please visit: http://www.clintonhealthaccess.org

Position Overview

As a member of the Global Information Technology Team, the Helpdesk Engineer will be responsible for providing support to CHAI employees based throughout the world with technical problems and information technology issues. This position requires a self-starter who is knowledgeable, meticulous, and resourceful to be successful and effective in a fast-moving and entrepreneurial environment. This individual must be excited by the challenge of providing remote support to staff based in over 30 countries, and have the ability to work independently and collaboratively in both a small local team environment and with a globally dispersed team.

Responsibilities

Maintain Office365, Azure AD and AD user accounts.

Proactively support staff in field offices using Windows 10 and Mac OS and provide training and assistance to users as needed.

Interface with vendors to place orders for new equipment and software.

Create and maintain updated documentation.

Provide hardware and software support for local users in person, and coordinate and provide support via phone and email for our users worldwide through helpdesk system.

Collaborate well in a small team environment.

Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.

Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.

Provide support services to staff with technical problems and information technology issues involving desktop, laptops, PDA or network services.

Provide timely resolution of problems or escalation of issues to appropriate technical personnel.

Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.

Tags

global health

health systems

information technology

south africa

support services

Other responsibilities as needed.

Qualifications

Bachelor’s Degree; or Secondary School or equivalent plus 3 years work experience; or equivalent total work experience.

3+ years of experience supporting users in Windows 10 and Office 2013 and higher. Mac OS experience a plus.

Experience using a helpdesk ticketing system.

Must be excited about learning new things, patient in dealing with staff in complex and sometimes high-pressure situations and excellent attention to detail.

Working knowledge on anti-spam, anti-virus, encryption software.

Experience with supporting remote staff across slow or unreliable Internet connections.

Basic understanding of networking technologies such as LAN, cabling, patch panels, switches, routers and firewalls.

Experience in hardware/software troubleshooting and in providing hands-on training.

Experience supporting users across multiple sites, countries and time zones.

Ability to work independently and in a team environment. Ability to communicate well with internal and external contacts.

Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

Strong analytical ability and problem solving skills are very important.

Some international travel may be required.

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