Hardware (Network) Support Engineer

Intron Health

Lagos, Nigeria

Full time

Jan 10

About the role

They are looking to hire a Hardware (Network) Support Engineer in Lagos and Northern states. You are responsible for deploying and supporting the Intron hardware stack (workstations, network, cabling, and backup power), providing IT helpdesk and networking assistance, and ensuring excellent service to Intron’s client hospitals. 

What do you need to be considered successful?

  • Develop deep product expertise, understand Intron’s technology in and out, know how all the pieces fit together, and grow to quickly debug tough cases based on an intuitive understanding of how the Intron hardware system works.
  • Diagnose and troubleshoot technical issues, including account setup, Linux Server install, and network configuration, issues with laptops, scanners, multifunction printers, smartphones, tablets, and IT-related hardware/software
  • Ask customers targeted questions to quickly understand the root cause of a problem.
  • Track computer system issues through to resolution within agreed time limits
  • Talk clients through a series of actions, either onsite, via phone, email, or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers), and provide prompt and accurate feedback to customers
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare regular, accurate, and timely reports, monitoring, and report on system health (workstations, network, solar) daily, and ensure all issues are properly logged
  • Software duties include installing, upgrading, and maintaining operating systems, antivirus software, account creation, account removal, whitelisting, blacklisting, maintenance, and policies.
  • Responsible for hardware inventory and software licensing
  • Assist with Systems Administration tasks and projects such as network/data security, backups, patching, network issues, antivirus scan schedules, etc.
  • Maintain and update documentation, i.e. procedures, diagrams, inventory, and knowledge articles, develop automation and tooling as needed.
  • Calculate and document equipment power/space requirements and consumption for multiple sites. Work with Vendors, local Engineering, Facilities Operations, to meet these requirements.
  • Schedule and perform network maintenance including repairs, upgrades, and migrations.
  • Participate in on-call activities and follow an escalation process to support the infrastructure 24/7.
  • Keeping records of customer interactions, transactions, comments and complaints.
  • Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
  • Maintain jovial relationships with clients

How Important are you to the bottom line?

You will be the backbone of their infrastructure deployment with hospitals, ensuring customers have a smooth experience with minimal downtime.

The biggest problem-solving duties on the Job

Your knowledge and experience with procuring, installing, and managing networking equipment, cable management, and system reliability will help you monitor and manage renewable energy, power load issues and communicate effectively with their renewable energy experts to diagnose and resolve issues.

What do you need to have done in your career?

  • 3+ years of proven work experience as a Technical Support Engineer, Network Support Engineer, IT Help Desk Technician, or similar role with a strong track record of networking-related problem-solving, critical thinking, and troubleshooting.
  • Experience coordinating and executing hardware procurement, installation, and configuration.
  • Hands-on experience with Linux Server and Linux environments (2+ years)
  • Experience with Raspberry Pi or other SCBUs is a big plus but not required
  • Good understanding of computer systems, mobile devices, and other tech products
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills
  • Comfortable travelling to client sites as needed (up to 20% travel)
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
  • Excellent account management, follow-through, and attention to detail.
  • Comfortable working in a healthcare/hospital environment.
  • Experience installing or managing renewable energy systems (inverters, solar panels, batteries) is a big plus

What do you stand to Gain?

  • Competitive salary based on experience, qualifications, and cultural fit
  • The role comes with life and health insurance
  • Stock options and benefits like gym membership kicks in when the role is converted to full-time
  • The role will offer flexible work hours, flexible work-from-home days, flexible paid time off (PTO) or vacation, and flexible sick/maternity/paternity leave.

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