• Helpdesk Support Engineer

    South Africa
    Full Time
    Program (Division)
    Country Programs - Country Teams
  • Overview

    The Clinton Health Access Initiative, Inc. (CHAI) is a global health organization committed to saving lives and reducing the burden of disease in low-and middle-income countries, while strengthening the capabilities of governments and the private sector in those countries to create and sustain high-quality health systems that can succeed without our assistance. For more information, please visit: http://www.clintonhealthaccess.org


    Position Overview

    CHAI is looking to hire a highly motivated individual for the role of Desktop Engineer. The Engineer will provide support to users across multiple sites, countries and time zones. The desktop Engineer will be responsible for providing hardware and software support for local users in person and coordinate and provide support via the phone and email for users worldwide through our helpdesk system.


    • Maintain Exchange 2010, anti-spam and AD user accounts.
    • Proactively support staff in field offices using Windows 7, Windows 10 and Mac OS and provide training and assistance to users as needed.
    • Interface with vendors to place orders for new equipment and software.
    • Create and maintain updated documentation.
    • Must be excited about learning new things, patient in dealing with staff in complex and sometimes high-pressure situations.  Must have excellent attention to detail.
    • Providing hardware and software support for local users in person, and coordinating and providing support, via phone and email, for our users worldwide through our helpdesk system.
    • Collaborate well in a small team environment.
    • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.
    • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
    • Provide support services to staff with technical problems and information technology issues involving desktop, laptops, PDA or network services.
    • Provides timely resolution of problems or escalation of issues to appropriate technical personnel.
    • Participate in development of information technology and infrastructure projects.
    • Other responsibilities as needed.


    • Bachelor (4-year) degree with a technical major such as engineering/computer science, or equivalent demonstrated work experience and proficiency in technical analysis and written technical reports.
    • Three or more years of experience supporting users in Windows7/8/10 and Mac OS X.
    • Three or more years supporting Office 2010/2013 and Office 2011 for the Mac.
    • Experience using a Helpdesk ticketing system
    • Experience with supporting remote staff across slow or unreliable Internet connections.
    • Three or more years’ experience supporting Outlook in an Exchange 2010 environment.


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