Senior IT Support Specialist

Maisha Meds is hiring! We’re looking for a Senior IT Support Specialist with strong technical expertise and clear communication skills to deliver exceptional support to our staff. You will leverage your technical expertise and communication skills to troubleshoot internal user issues, manage internal systems, and contribute to optimizing our IT infrastructure across our African markets.

About Maisha Meds

Maisha Meds is an organization dedicated to improving health care in Africa through best-in-class technology.

Founded in 2017, Maisha Meds has created the largest digital network of private pharmacies and clinics across Kenya, Tanzania, Uganda, Nigeria, and Zambia through our mobile software. Our platform not only helps these providers improve business by making sales, managing inventory, and tracking patients. It also reimburses them for providing high-quality care for malaria, family planning, and HIV prevention at discounted costs. 

Maisha Meds logs millions of patient visits every year and has provided hundreds of thousands of reimbursements to date. We harness data from our network of pharmacies and clinics to reveal health and market trends, which allows us to design better solutions that work for the people we serve. We have worked with leading academic institutions such as UC Berkeley, Emory University, and KEMRI to evaluate the effectiveness of our programs. Research shows that our system is able to significantly increase the uptake of long-acting contraceptives and appropriate malaria case management.

Our work is funded by a range of partners including scale-up funding from USAID Development Innovation Ventures and the Bill & Melinda Gates Foundation. This will help Maisha Meds greatly expand its mobile software to 7,500 total pharmacies and clinics by late 2026, delivering subsidized care to nearly a million new patients in the process.

About the role

This Senior IT Support Specialist role offers an exciting opportunity to provide technical support to our remote workforce of 130 staff and collaborate directly with the IT Manager. You’ll be the first line of support for resolving user issues, leveraging your technical skills and problem-solving abilities to diagnose and fix hardware and software problems using remote access tools.

This role is based in either Nigeria, Tanzania, or Uganda with possible travel. You will report to the IT manager and join a friendly technical team. The start date can be 3rd June 2024, but sooner is preferred.

The salary is commensurate with the experience and qualifications.

Responsibilities

User Support:

• Troubleshoot and Resolve User Issues: Partner with the IT Manager to identify trends and develop efficient solutions for recurring user issues.
• Provide first-line technical support to internal users via Slack, email, and in-person assistance.
• Assist with enrolling devices (laptops, tablets) into JumpCloud (our MDM) and Vanta (our compliance manager) directory Agent for centralized management.

Internal Systems Management:

• Maintain IT Infrastructure: Contribute to the team’s efforts by documenting technical solutions, assisting with the implementation of IT policies, and managing user accounts and assets within Jumpcloud.
• Enforcing security policies across all devices and checking that they are up to date as it is critical for safeguarding against vulnerability exploits.
• Help monitor system logs and identify any suspicious activity related to Jumpcloud accounts and devices.
• Document solutions and procedures related to internal systems to ensure knowledge transfer within the team.

Hardware:

• Work with the IT manager to assist in the hardware procurement process across our 4 African markets, including tablet devices sold to our end customers, and laptop devices for internal staff.
• Regularly review the performance and quality of our tablets, and the availability of new brands, models, or solutions that could better serve our customers while still matching buyer segments in our various markets.
• Support Preventive Maintenance: Work alongside the IT Manager to ensure the smooth operation of IT systems across all four markets through routine preventive maintenance tasks.

Qualifications

1. Academic qualifications: A degree in Information Technology or a related field is a plus, relevant experience and demonstrably strong technical skills are highly valued
2. Experience:
   1. 4+ years of experience troubleshooting and resolving hardware and software issues for internal users in a remote work environment..
   2. Proven ability to communicate effectively (written and verbal) with a non-technical audience, clearly explaining technical concepts.
   3. Excellent interpersonal skills – excellent at building relationships and working across all levels of the company.
   4. Having a solid grasp of operating systems like Windows, macOS, and Linux. This includes understanding user management, security settings, networking configuration, and software installation processes.
3. Mindsets:
   1. A team player who loves working collaboratively.
   2. A sense of optimism, flexibility, and adaptability to any situation.
   3. An ability to thrive in ambiguous situations due to your resilience and tenacity.
   4. A growth mindset and a deep enthusiasm for learning, feedback, and continuous improvement.
   5. A blend of passion, humility, patience, and a good sense of humor.
   6. A tendency to roll up your sleeves to move projects forward.

Why You Should Join Us

• On a roll: We are doubling year-over-year with new funding partnerships that are boosting expansion in multiple countries
• Great team: We are founded, managed, and backed by successful veterans of Stanford School of Medicine, Google, mPharma, and I&M bank. We have technologists, doctors, and economists working side by side to solve difficult problems.
• Great funders: We’re supported by the Bill & Melinda Gates Foundation, USAID Development Innovation Ventures, CIFF, WHO FIND, and Pfizer to pay for healthcare on behalf of patients, with others to be announced soon.
• Huge market: We are disrupting a massive, growing $50+ billion market for healthcare payments for low-income patients, with a focus on paying for health outcomes to ensure patients get the best quality care.
• Great customers: We create financial incentives that ensure our health care providers deliver excellent care.
• Impact: We have cultivated a fun and exciting start-up culture that empowers its talented staff to make a huge impact.