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.
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.
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.
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:
Reporting & Analytics:
Qualifications and Experience:
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.
Travel : 35% (frequent travel to the respective operations regions and some international travel)
