Position : Senior Support Engineer
Savics is a Social Enterprise that leverages existing technologies and field knowledge to co-create and implement innovative products to enhance stakeholders’ impact on individualized patient care, disease surveillance, and health-care management at the global and local level.
We partner with health stakeholders to build simple, customizable, and patient-centric applications that gather field data and provide valuable insights for informed decision making.
We have developed a suite of highly innovative mobile and web applications that support health systems, with the aim of strengthening and improving health outcomes for low and middle-income populations.
In 6 years’ time, we have deployed our products across fifteen countries; mostly in Africa and South-East Asia.
Our preference goes for an african or asian country in which our staff is located. Most of our staff work remotely from Africa.
We are looking for Senior Support Engineers to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Senior Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
You will be working along-side other engineers and developers working on different layers of the infrastructure. Therefore, commitment to collaborative problem solving, sophisticated design and creating quality products is essential.
Diagnose and troubleshoot technical issues, including account setup and network configuration & prioritize and manage several open issues at one time
Research and identify solutions to software and hardware issues
Track computer system issues through to resolution, within agreed time limits
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers via Jira, Bitbucket and Microsoft Teams)
Provide prompt and accurate feedback to customers
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Ensure all issues are properly logged
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Backup and provide support to other team members
Required profile for job ad : Senior Support Engineer
Master’s degree in computer science or equivalent experience
5+ years proven experience as an IT Support Engineer, Desktop Support Engineer, IT Help Desk Technician as Senior
Hands-on experience with Windows / Linux / Mac OS environments
Experience with Database administration. An experience with NoSQL databases is a plus
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot technical issues
Strong understanding of the basics of programming and algorithms
Experience in troubleshooting web servers (NGINX, Apache, Tomcat)
Ability to troubleshoot software applications based on inspecting the source code of the software and reading logs
Familiarity with remote desktop applications and help desk software
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
French & English speaker
Comfortable traveling 25% of the time
A permanent internet connection (Savics will support the monthly fees)
Why working at Savics
You will work in an attractive and fast moving decentralized self-managed environment. Savics is 6 years old and it grows fast
You will have your big say in the development lifecycle of our health solutions
We share a common passion for human being - Read our Manifesto (savics.org / manifesto)
We strongly believe that our actions shape the future
We learn new things everyday from each other
We love what we do and love to be the best at what we do
Empathetic to employee, customer and end-users needs
Ethics and Humanist Values
At Savics, you will work in an environment where humanist values are nurtured. You will be independent, responsible for finding solutions to local and global problems and surrounded by highly entrepreneurial people.
We are all happy to be part of the team and to learn every day from each other. Our goal is to make an important impact on global health.
Please be mindful of our Savics Manifesto prior to applying for this position.
Female candidates are highly recommended.
Job criteria for job ad : Senior Support Engineer