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Nairobi, Kenya

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Tech Support Engineer

Closing: Oct 17, 2023

25 days remaining

Published: Sep 19, 2023 (3 days ago)

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Job Summary

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About Medtronic LABS

Medtronic LABS is a non-profit health systems innovator. We design and implement tech-powered healthcare delivery models that strengthen and extend health systems into local communities, delivering sustainable outcomes for underserved patients worldwide.

Medtronic Labs has presence in Kenya, Ghana, Sierra Leone, Rwanda, Tanzania, India, Bhutan, Bangladesh and the USA. The team imbibes a culture of openness and entrepreneurship, with significant opportunities of growth for high performing and self-driven individuals.


Overall purpose of the Role


As a Tech Support Engineer, you'll be pivotal in ensuring the seamless functioning of our healthcare programs worldwide. Your expertise will be vital in delivering both remote and hands-on technical support, guaranteeing the best performance of our healthcare devices and applications. By working alongside various teams, you'll aid in enhancing our product offerings. Holding the highest echelon of proficiency in our support structure, this team is entrusted with addressing intricate issues concerning devices, OS, and applications, standing as the paramount troubleshooting experts.


Responsibilities

About Medtronic LABS

Medtronic LABS is a non-profit health systems innovator. We design and implement tech-powered healthcare delivery models that strengthen and extend health systems into local communities, delivering sustainable outcomes for underserved patients worldwide.

Medtronic Labs has presence in Kenya, Ghana, Sierra Leone, Rwanda, Tanzania, India, Bhutan, Bangladesh and the USA. The team imbibes a culture of openness and entrepreneurship, with significant opportunities of growth for high performing and self-driven individuals.


Overall purpose of the Role


As a Tech Support Engineer, you'll be pivotal in ensuring the seamless functioning of our healthcare programs worldwide. Your expertise will be vital in delivering both remote and hands-on technical support, guaranteeing the best performance of our healthcare devices and applications. By working alongside various teams, you'll aid in enhancing our product offerings. Holding the highest echelon of proficiency in our support structure, this team is entrusted with addressing intricate issues concerning devices, OS, and applications, standing as the paramount troubleshooting experts.


Key Responsibilities:


Device Management:

  • Provide hands-on and remote technical support for tablets, mobile, PC devices.

  • Oversee the deployment, configuration, and upgrading of applications on these field devices.

  • Troubleshoot hardware and software issues, ensuring minimal downtime.

  • Perform regular monitoring and maintenance for device performance optimizations.

  • Ensure all devices are compliant and their secure along with their data.

Application Support:

  • Offer complete technical support for core healthcare applications such as SPICE, SPICE Engage, SPICE Insight, mUzima, and more.

  • Collaborate with the development team to relay feedback, feature enhancements, and change

    requests from end-users.

  • Ensure applications are updated, patched, and running efficiently.

  • Ensure to create device and data security awareness.

Operational Excellence:

  • Demonstrate a proactive approach in identifying potential issues and implementing preventive

    measures.

  • Adhere to and understand the importance of SLAs, MTTR, and prioritize work accordingly.

  • Use remote support tools, CRM, and ticketing systems effectively, ensuring timely resolution of

    tickets.

Knowledge Management:

  • Create, maintain, and update Knowledge Base (KB) articles to aid in faster issue resolution.

  • Conduct training sessions for end-users and internal teams on new features, best practices, and

    troubleshooting techniques for L1 team.

Collaboration & Enhancement:

  • Work closely with cross-functional teams, including development, product management, and field

    operations teams.

  • Suggest product feature enhancements, new feature requests, and changes based on end-user

    feedback and personal observations.

  • Participate in product testing phases and provide feedback from a support perspective.

Reporting & Analytics:

  • Generate regular reports on ticket resolutions, user feedback, and device performance.

  • Should be able to understand support metrics to identify trends and areas for improvement.


Qualifications and Experience:

  • Bachelor’s degree in computer science, Information Technology, or related field

  • 2-4 years of experience in an IT/Technical Support role, preferably in a global setting.

  • Familiarity with healthcare applications and environments is a distinct advantage.

  • Relevant IT certifications in support domain or related fields will be considered favourably.

Skills and Competencies:

  • Comprehensive knowledge of PCs, tablets, mobile devices, and their related OS and applications.

  • Strong troubleshooting and problem-solving skills.

  • Excellent communication and collaboration skills.

  • Proactive and forward-thinking mindset.

  • Ability to multitask and prioritize in a fast-paced environment.

  • Familiarity with Mobile Device Management (MDM) and related tools.

  • Strong aptitude for technology and a willingness to learn.

Personal Attributes:

  • Team-oriented with a positive attitude.

  • Innovative thinker with the ability to introduce new initiatives.

  • Adaptable and receptive to feedback.


Location : Nairobi-Kenya

Travel : 35% (frequent travel to the respective operations regions and some international travel)


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