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Exciting Career Opportunity at the Rwanda Social Security Board (RSSB) – Technical Support Engineer

Are you ready to embark on a transformational journey? We are seeking a dynamic and experienced individual to join us as the Technical Support Engineer. If you thrive in dynamic environments and are committed to innovation and transformation, this is the opportunity for you!

As the Technical Support Engineer, you will be the frontline resource for providing technical assistance. If you have what it takes to provide efficient technical support, diagnose and troubleshoot problems, Analyse recurring technical issues and provide technical training , we encourage you to apply. In this pivotal role, you will directly contribute to transforming the organisation, towards providing socio-economic well-being, long-term stability and prosperity for Rwandans.

Reporting to the Head, Enterprise Solutions, the Technical Support Engineer will be responsible for resolving a wide range of technology-related issues, including hardware, software, network connectivity, and application support. The Technical Support Engineer acts as a liaison between end-users, customer service teams, and other IT departments, ensuring efficient issue resolution and a seamless technology experience.

About RSSB

The Rwanda Social Security Board (RSSB) has the mandate to manage and promote social security in Rwanda. RSSB’s vision is to provide a comprehensive social security system that caters to the diverse social security needs of the population, RSSB plays an important role in realizing Vision 2050 and the National Strategy for Transformation (NST1). RSSB manages six social security schemes, namely: Pension, Occupational Hazards, Medical scheme, CBHI, Maternity Leave Benefits and EjoHeza (Long-term Term Saving Scheme).

As a leading player in the financial sector, RSSB serves as the largest institutional investor in Rwanda. With assets under management amounting to 2.06 trillion Rwf , which is equivalent to over 15% of the country’s GDP, RSSB invests in key sectors of the economy and plays a crucial role in growing the country’s financial sector. With approximately 12 million members in the above six schemes, encompassing over 90% of Rwanda’s population, RSSB is at the forefront of securing the health and financial well-being of Rwandans.

To achieve its important mandate, RSSB is embarking on a transformative journey, aiming to become a modern, data-driven, and high-performing institution. As part of this ambitious initiative, we are seeking highly motivated individuals who are results-oriented and uphold the highest standards of professionalism and integrity. By joining RSSB, you will have the opportunity to actively contribute to the advancement of social security and overall transformation of Rwanda.

Key Duties and Responsibilities

1. Provide prompt and efficient technical support to internal staff and customers, addressing issues related to hardware, software, network connectivity, and  applications.
2. Diagnose and troubleshoot technical problems, identifying root causes and implementing effective solutions.
3. Collaborate with customer service teams to address and resolve IT-related issues reported by customers.
4. Escalate complex technical issues to appropriate teams or specialists when necessary.
5. Maintain accurate documentation and logs of reported issues, resolutions, and support activities.
6. Liaise with the Technology Adoption team to identify areas requiring additional training or support for end-users.
7. Communicate with partnership teams or vendors to resolve issues related to third-party products or services.
8. Analyze recurring technical issues and collaborate with relevant teams to propose improvements or preventive measures.
9. Stay up-to-date with the latest technologies, systems, and best practices in technical support and troubleshooting.
10. Provide training and knowledge transfer to junior support staff or team members as needed.
11. Readily available to assist with any additional related tasks as assigned by the manager.

Key Qualifications and Experience

The successful candidate must have at least:

1. Bachelors degree in Computer Science, Information Technology or related field
2. Minimum of 2 years of experience in a technical support role
   
   
   

Key competencies

Technical Competencies:

1. Proficient in troubleshooting techniques and diagnostic tools.
2. Knowledge of remote support technologies and tools.
3. Understanding of networking concepts (e.g., Wi-Fi, VPNs, firewalls).
4. Experience with ticketing systems and issue tracking tools.
5. Basic scripting or programming skills (e.g., PowerShell, Bash).

Behavioral Competencies:

1. Excellent communication and interpersonal skills.
2. Strong customer service orientation and ability to maintain composure under pressure.
3. Ability to explain technical concepts in a clear and understandable manner.
4. Attention to detail and commitment to providing high-quality support.
5. Willingness to continuously learn and adapt to new technologies.

Additional Information:

The position is based in Kigali, Rwanda and applicants must be willing to relocate outside their countries of domicile.

RSSB reserves the right to appoint or to issue an employment contract to the successful candidate.

Interested candidates are advised to visit the RSSB website for a more detailed job description for the role, and submit your application online by Monday 13, May 2024.

In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees. Also, attach copies of your academic and professional qualifications.

Any form of canvassing will lead to automatic disqualification.

Only short-listed applicants will be contacted.

Shortlisted candidates will be required to submit a valid Criminal Clearance Certificate.

RSSB is an Equal Opportunity Employer

Click here for more details & Apply