Support Engineer L1

Quro Medical is a digital health company offering Africa's first tech-driven Hospital at Home and Remote Patient Monitoring, using health technology to analyze real-time data to monitor patient health. We are building the largest virtual hospital on the continent, delivering world-class healthcare at lower costs.

At Quro Medical, we are reimagining the future of healthcare, saving lives, and enhancing patient care. You would work on exciting projects combining cutting-edge wearables with machine learning to address one of the most pressing challenges of our time, access to quality healthcare. If you are looking for an opportunity to do essential work, on a unique problem, alongside great people, we invite you to join us!

We are seeking a skilled, proactive, and people-focused Support Engineer to join our growing team. In this role you will serve as the frontline point of contact for all technology-related support across Quro Medical's clinical and operational environment. This is not a traditional IT support role, you will work directly alongside nurses in the field and support doctors, both internal and external, in using Quro's platforms confidently and effectively.

The role requires strong communication skills, genuine empathy for clinical users, and the ability to remain calm and effective under pressure. Weekend office shifts and night standby-from-home are a required part of this role.

Clinical & product platforms:

• Quro Insight: Quro Medical's core remote patient monitoring and hospital-at-home platform
  
• Various healtech wearable vital-sign monitoring devices
• Clinical dashboards, alert management, and patient data portals
• Relay and mobile IoT devices

Internal & infrastructure technologies:

• Microsoft 365, Azure AD, Exchange, Teams, and SharePoint
• Windows 11 and macOS (no on-premises servers)
• MDM platform for device and policy management
• Telephony and camera systems
  
• Security endpoint solutions: ESET / Bitdefender

Clinical & platform support:

• Support nurses in the field with technology during patient visits, including device setup, connectivity issues, and platform navigation
• Support internal and external doctors in using Quro Medical's platforms, dashboards, and monitoring tools effectively
• Support all Quro Medical platforms and products across clinical and operational teams
• Assist in the configuration, onboarding, and ongoing support of medical devices and wearables used in patient care
• Respond to client-facing technical call-outs promptly and professionally
• Collaborate with healthcare professionals to troubleshoot and resolve technical issues affecting patient care

IT & infrastructure support:

• Installation, configuration, and maintenance of operating systems and software applications
• Management of the MDM platform, devices, licenses, and policies
• Onboarding and offboarding of Quro Medical staff, including licenses, access, and email accounts
• Ensuring users are compliant with antivirus and internet security policies
• Maintenance and reporting of the telephony system
• Maintain and configure the camera system
• Ensuring a stable and optimal VOIP telephony system (3CX)

• Participate in the team's rotating shift schedule, which includes regular weekday office shifts
• Weekend office shifts (Saturday and Sunday) are required on a rotating basis
• Night standby from home is required on a rotating basis, you must be reachable and able to respond to critical issues
• Shift rotation is managed on a 3-week cycle; specific schedules are provided at onboarding

• Proven experience in an IT support, help desk, or technical support role
• Strong knowledge of Windows and macOS operating systems, hardware, and corporate software applications
• Experience with Azure AD, Microsoft 365, Exchange, and collaboration tools like MS Teams
• Experience with Powershell and other scripting languages
• Microsoft Power Platform, including Power Automate, Power Apps, and Power BI, to assist with simple process automation, data capture, and operational reporting under guidance.
• Basics of cloud knowledge and SAAS platforms
• Configuring and maintaining ITSM and ticketing systems
• Solid understanding of hardware, preferably a CompTIA certification or similar
• Familiarity with networking concepts including TCP/IP, DNS, and DHCP
• Experience with VOIP telephony systems
• Excellent problem-solving and troubleshooting skills
• Strong customer service orientation with the ability to communicate technical information clearly to non-technical users, including clinical staff
• Comfortable working directly with nurses, doctors, and patients in a clinical support context
• Grace under pressure, you remain calm and effective when clinical teams depend on you
• Ability to work independently and prioritise tasks in a fast-paced, dynamic environment

Our team is one of the best in the country and together we will grow your career to the next level. We are a fast-moving company that is changing healthcare within South Africa and beyond. This is your chance to be part of something meaningful, impactful, and lasting.