Helium Health

Tech Support Analyst

3 weeks agoLagos, Nigeria

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 Analyst who will be responsible for diagnosing and troubleshooting technical issues to ensure prompt issue resolution.


  • Provide Tier 2 and above support on incident responses and resolutions. Offer frontline email and chat queries and support for customers. Providing prompt and accurate feedback to customers
  • 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 targeted questions to quickly understand the root of the problem.
  • Walk customers through a series of actions, either via phone, email or chat, until they've solved a technical issue
  • 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.
  • 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
  • Ability to provide technical support for SaaS and on-premise based products via email, chat, phone and on-site visits.
  • 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
  • Client-provided location(s): Lagos, Nigeria
    Job ID: HeliumHealth-8Zjy6zNkzmqx

    Perks and Benefits

    • Health and Wellness
      • Wellness Program
      • Fitness Subsidies
      • Health Insurance
      • Life Insurance
    • Parental Benefits and Childcare
      • Paid Family Leave
    • Work Flexibility
      • Flexible Work Hours
      • Remote Work Opportunities
    • Office Life and Perks
      • Casual Dress
      • Snacks
      • Some Meals Provided
    • Vacation and Time Off
      • Leave of Absence
      • Personal/Sick Days
      • Paid Holidays
      • Paid Vacation
      • Sabbatical
    • Financial and Retirement
      • Performance Bonus
      • Stock Purchase Program
      • Pension
    • Professional Development
      • Promote From Within
      • Shadowing Opportunities
      • Access to Online Courses
      • Lunch and Learns
      • Tuition Reimbursement