Zonal EMR & IT Support Assistant

Job title : Zonal EMR & IT Support Assistant

Basic Function

• The Zonal EMR & IT Support Assistant provides comprehensive on-site technical support, physical hardware repairs, routine maintenance, physical security systems upkeep, and local network administration across assigned zonal facilities in support of Viva EMR application.
• The role serves as the physical IT custodian for the site; responsible for component-level PC/laptop repairs, local server room/rack hygiene, asset tracking, endpoint security compliance, IT vendor oversight against Scopes of Work (SOW), and collaborating with the central program IT, Strategic Information, and Application Development teams for system upgrades, troubleshooting, testing, and infrastructure upgrades to support the EMR.

Essential Job Functions, Duties, And Responsibilities
EMR Support, Troubleshooting Coordination with Remote Development Team, User Onboarding & Training:

• Provide virtual support on demand with the following response expectations:
  • Helpdesk (phone and email) provide on-demand support during working hours
  • Monitor the dedicated helpdesk management system to identify issues that are reported from the facilities that are assigned to them
  • Time to first response to be no more than 2 hours
• Act as liaison between supported facilities and the Program software developers
• Onboard new users to the EMR and provide hands-on training for them
• Train existing users on new features in the EMR
• Take support calls for all the sites they support
• Ensure all site visits are documented with the site administrator
• Ensure all escalations to the application development team are logged in the issue tracking platform.

Physical Hardware Repair, Maintenance & Facility Upkeep in Support of EMR:

• Perform both on-site and remote hardware diagnostics, bench repairs, and component replacements (motherboards, displays, power supplies, RAM, storage drives) for desktops, laptops, and peripheral devices.
• Execute routine preventive maintenance schedules (such as dust extraction, CMOS battery replacement, cable dressing, internal cleaning) across the site IT equipment.
• Install, assemble, configure, and relocate new hardware systems, workstations, network switches, and peripheral units during site setups and refreshes.
• Manage local network printers and multifunction scanners, handling driver configurations, hardware troubleshooting, and tracking IT consumables replenishment.
• Maintain physical security infrastructure, including preventive checks, troubleshooting, and basic maintenance of site CCTV systems and biometric door access controls.
• Maintain a clean, organized, secure, and operational server room/rack environment, ensuring proper airflow, cooling, cable management, labeling, and UPS/Inverter/ power stability.

Local EMR Network Administration, Design & Documentation:

• Administer and support the local network (LAN/WLAN) at each facility, including switches, routers, firewalls, cloud-keys, and access points to maintain high uptime.
• Troubleshoot physical network drops, patch panels, structured cabling, and local ISP link disruptions.
• Collaborate actively with the central program IT team to survey site needs, design new site-based infrastructure, and execute network modernization projects.
• Maintain thorough infrastructure documentation, including network topology diagrams, rack elevation layouts, IP/MAC Address access tables, and configuration change logs for assigned sites.
• Ensure site internet network issues such as downtime or jitter are promptly escalated to both the program IT teams and ISP/designated vendor for timely resolution.

Designated Endpoint Security, Patching & Cybersecurity Compliance:

• Ensure all program assigned facility endpoints run approved, updated operating system builds, encryption and active Endpoint Detection and Response (EDR) / antivirus definitions.
• Execute regular operating system and application patch management to safeguard against vulnerabilities while minimizing operational disruption.
• Uphold and enforce the site's cybersecurity program in strict compliance with organization-wide security policies, access controls, and data protection standards.

Site Based Program Asset Inventory, Vendor Oversight & Site Renewals:

• Maintain real-time tracking, logging, and physical inventory audits of all program IT assets, spare parts, peripherals, and consumables at each site.
• Document all hardware component swaps, part replacements, and equipment transfers within the central IT asset tracking system.
• Provide on-site and remote technical oversight as applicable for third-party IT vendors, contractors, and ISP engineers, verifying that delivered work strictly matches their approved Scope of Work (SOW).
• Track site-based service renewals (ISP links, IT vendor contracts, software subscriptions) to ensure continuous operational readiness.

Service Delivery, User Support & Task Automation:

• Take direct ownership of assigned user requests and site-level technical issues, driving them to timely and effective resolution.
• Document all user interactions, troubleshooting steps, and resolutions within the central ticketing system, ensuring advanced issues are escalated without delay.
• Write basic automation scripts (e.g., Excel formulas) to automate repetitive daily IT tasks and routine reporting.
• Other tasks assigned by the team lead and/or IT Manager

Job Specification

• Minimum Education / Training Requirement: HND or Bachelor's Degree in Computer Engineering, Electrical/Electronic Engineering, Computer Science, Information Technology or other related degree.
• Prior Work Experience: At least 3 years of hands-on technical support experience with verified competency in physical PC/laptop repair, facility network and specialized software support, and physical IT operations.

Knowledge, skills and Certification:

• Hardware & Facilities: Proven bench-level repair skills (teardown, component replacement, diagnostics), structured cabling (RJ45 termination/patching), PoE/PoE+, Access Points, server rack management and basic CCTV/biometric hardware maintenance.
• Networking & Systems: Solid understanding of TCP/IP, VLANs, Wi-Fi deployments, Windows 10/11 Pro/Enterprise, Windows Server.
• Certifications :  CompTIA A+, Security +, CompTIA Network+, Cisco CCNA or OEM repair certification (Dell, Lenovo).

Other specification:

• This is a highly mobile, field-based role.
• The successful candidate will be based in their assigned zonal site office (Lagos, Port Harcourt, Kaduna, FCT, or Uyo) and must be willing to travel frequently between designated facility sites to perform hands-on maintenance, system administration and support as required.