IT Support Engineer, Rwanda at Zipline in Kigali, Kigali, Rwanda

About Zipline

Zipline is the world’s largest and most experienced drone delivery service. We are on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. Today, Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products.

Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations.

Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe.

We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds.

About Zipline

Zipline is on a mission to transform the way goods move. Our aim is to solve the world’s most urgent and complex access challenges by building, manufacturing and operating the first instant delivery and logistics system that serves all humans equally, wherever they are. From powering Rwanda’s national blood delivery network and Ghana’s COVID-19 vaccine distribution, to providing on-demand home delivery for Walmart, to enabling healthcare providers to bring care directly to U.S. homes, we are transforming the way things move for businesses, governments and consumers. The technology is complex but the idea is simple: a teleportation service that delivers what you need, when you need it. Through our technology that includes robotics and autonomy, we are decarbonizing delivery, decreasing road congestion, and reducing fossil fuel consumption and air pollution, while providing equitable access to billions of people and building a more resilient global supply chain.

About You and The Role

Do you want to not only make a difference in your community but around the world? Zipline is looking for an IT Support Engineer to support our teams in Rwanda. As an IT Support Engineer at Zipline, you will use your technical skills and top-notch customer service to provide support for computer hardware, networking, operating systems, and application software. You will troubleshoot and solve straightforward problems, create documentation where necessary and be a pioneer in streamlining the IT processes in Rwanda. You will be crucial to our business, ensuring we are driving our mission forward and that our teams are running as smoothly as they can to deliver every life-saving package as efficiently as possible. This role entails addressing issues as they arise across multiple distribution centers and operational countries in Africa and will require at least 75% of your time working at a Distribution Center.

What You'll Do

• Provide technical support for our Help Desk ticketing system.
• Partner with our cross-functional, multinational teams to establish global standards and processes for IT inventory monitoring/shipping, IT onboarding for new team members, establishing safe security protocols for all devices, educating and guiding users on technical concepts and more.
• Support the implementation of IT policies across multiple distribution centers.
• Analyze IT Support inquiries to identify recurring user problems, recommend solutions, identify areas where service can be improved, and establish improvement plans.
• Write and implement technical guides to resolve basic issues and understand common workflows.
• Troubleshoot and provide technical guidance and education for users.
• Manage user access to resources and SaaS applications via identity management tools, following least-privileged/RBAC practices.
• Ensure timely follow-ups with user tickets and drive issues to resolution.
• Monitor network performance across the various distribution centers, and work with IT Engineering and ISP’s to resolve issues locally.
• Use Mobile Device Management (MDM) tools to manage device policies globally.
• Communicate effectively (verbally and in writing) and build strong relationships with internal teams and external stakeholders.
• Work as part of a global team across multiple time zones, countries, and languages.

What You'll Bring

• HND or Degree in IT, Computer Science, Computer / Networking Engineering or related fields with at least 3-5 years of relevant experience in the field.
• Experience with providing stellar customer service to internal and external stakeholders.
• Experience with troubleshooting Audio Visual equipment using tools such as Google Meet, Zoom or Teams
• Knowledge in the following: Enterprise productivity tools (Google workspace, Microsoft 365), Identity Management (Okta, OneLogin, Entra ID), Operating System Administration (MacOS/iOS, Windows, Linux,
• ChromeOS etc) and device management (Kandji, Jamf, Intune, Jumpcloud).
• Knowledge of Networking Protocols, VPN’s and network security.
• Experience using Jira Help Desk or similar ticketing tools.
• Experience with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP.
• Experience in PC repair, troubleshooting, deployment and liquidation.
• Ability to translate technical concepts into simple language for users to understand.
• Must be eligible to work in Rwanda.

WHAT ELSE YOU NEED TO KNOW

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!

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Please Note

We have received reports stating that certain individuals are reaching out to people under false pretenses, claiming to be Zipline employees, affiliates, agents, or representatives. They may seek to gain access to your personal information or to acquire money from you by offering fictitious employment opportunities or by claiming that they are contacting you on Zipline’s behalf.

Genuine Zipline employees or representatives will never ask you for money or payment in exchange for employment opportunities or other related services. Any such offer of employment or any other service in exchange for fees that claims to be from us is deceitful and part of a fraud.

If you believe you have been targeted by a fraudulent party, we ask that you immediately get in touch with us via email at security@flyzipline.com upon receiving a suspicious offer or claim.