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Tech Support

2 weeks ago

Doha, Qatar Helium Health Full time

Helium Health is a full-service healthtech company that provides a suite of solutions for healthcare providers, payers, patients and partners in emerging markets. We offer a hospital management suite, automated lending and data-driven public health solutions for healthcare stakeholders in Africa and the Middle East.

We are looking to hire a Tech Support (Onboarding) Analyst who will be responsible for diagnosing and troubleshooting technical issues to ensure prompt issue resolution.

**Responsibilities**:

- Perform end user training for onboarding.
- Research, troubleshoot, diagnose, and identify solutions to resolve system issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Record product issues and documenting feature requests. Log the queries of customers and progress on requests in alignment with the CRM software; track issues through to resolution, within agreed time limits
- Refer to designed guidelines, framework and instructions, in order to set up a system or fix a fault.
- Engage customers with targeted questions to quickly understand the root of the problem.
- Properly escalate unresolved issues to Tech Support Team Lead.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports as assigned.
- Perform system backups and recovery procedures.

Requirement:

- Minimum 1 - 2 years experience in providing enterprise operations support of Linux Ubuntu/Redhat systems
- Knowledge of: Active Directory, Windows Servers, Virtualization (HyperV), backup and recovery, and system monitoring and troubleshooting
- Ability to work with documented processes and checklists to deliver a consistently high level of support experience
- Strong accountability and collaborative skills with a high degree of ethical standards and integrity
- Good communication skills and active listening skills
- Ability to identify critical issues quickly and accurately
- Focused and self-motivated approach to work
- Digitally savvy and proficient in the use of Microsoft Office and work productivity tools
- First Degree in Computer / Information Technology, Software Engineering or any other related field. The equivalent of the same in working experience is also acceptable.

Skills Required:

- OS: CentOS, Ubuntu, Debian, RHEL, and Windows Server (2008 and above)
- Fundamentals: DNS, Networking, TCP/UDP, IP Routing
- Protocols: HTTP, FTP, SMTP, POP, IMAP
- Database: Oracle, Postgres, MSSQL
- Script: Any of PERL/Python/Bash

Equal Opportunity Employer