Intron Health is a San Francisco-based Startup that helps Public and Private hospitals across the developing world transition from paper to electronic information systems through a creative combination of smart and efficient hardware, ridiculously simple and intuitive software, and effective onsite support. Through their massive and audacious data digitization initiative, they want to be Africa’s largest health data repository, advising and partnering with governments, and international agencies. They will bring thoughtful automation, artificial intelligence, and long-overdue infrastructure to Hospitals, reducing the stress, inefficiency, and anxiety that plague hospitals.
About The Roles
Hardware (Network) Support Engineer:
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.
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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.
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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
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Ask customers targeted questions to quickly understand the root cause of a problem.
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Track computer system issues through to resolution within agreed time limits
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Talk clients through a series of actions, either onsite, via phone, email, or chat, until they’ve solved a technical issue
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Properly escalate unresolved issues to appropriate internal teams (e.g. software developers), and provide prompt and accurate feedback to customers
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Follow up with clients to ensure their IT systems are fully functional after troubleshooting
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Prepare regular, accurate, and timely reports, monitoring, and report on system health (workstations, network, solar) daily, and ensure all issues are properly logged
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Software duties include installing, upgrading, and maintaining operating systems, antivirus software, account creation, account removal, whitelisting, blacklisting, maintenance, and policies.
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Responsible for hardware inventory and software licensing
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Assist with Systems Administration tasks and projects such as network/data security, backups, patching, network issues, antivirus scan schedules, etc.
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Maintain and update documentation, i.e. procedures, diagrams, inventory, and knowledge articles, develop automation and tooling as needed.
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Calculate and document equipment power/space requirements and consumption for multiple sites. Work with Vendors, local Engineering, Facilities Operations, to meet these requirements.
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Schedule and perform network maintenance including repairs, upgrades, and migrations.
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Participate in on-call activities and follow an escalation process to support the infrastructure 24/7.
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Keeping records of customer interactions, transactions, comments and complaints.
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Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
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Maintain jovial relationships with clients
Learn more about this role and apply here
2. Customer Support Analyst: They are looking to hire a Customer Support Analyst in North and Eastern parts of Nigeria who will help customers with complaints and questions, give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their reservations.
To be successful in this role, you should be an excellent communicator who is able to manage customer queries and complaints. You will be responsible for the following:
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Develop a deep knowledge of the Intron application and system.
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Interact with doctors, nurses, patients, and various stakeholders/disciplines within the hospital, understanding their concerns and pain points and translating those into action points that improve the usability of the application.
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Partner with their customers to effectively diagnose and resolve issues onsite at the hospital (primary channel) and through phone, email, and chat and engage with our product and engineering teams using established processes
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Answer how-to questions and help customers navigate a variety of tools on the platform, helping them use more of our platform or remove roadblocks
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Onboard new hospitals to their platform. Trains hospital staff to use the Intron software.
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Communicate thoughtful, customized solutions that help customers move forward and grow their business
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Keeping records of customer interactions, transactions, comments and complaints.
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Show composure, resilience, and flexibility as customer needs evolve and case volume changesLearn more about this role and apply here.
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