NewGlobe supports visionary governments to transform public education systems, the cornerstone of a prosperous, equitable, and peaceful society. With a comprehensive system transformation platform and data-driven educational services,
Description
Technology Group:
- Technology plays a critical role enabling us to provide transformative education at massive scale in highly resource constrained environments.
- This is one of the key elements that gives us the ability to deliver radically impactful programmes, creating brighter futures for a generation of children across the world each day.
- Technology spans several key functions, including Product Management, Business Intelligence, Software Development, and IT Operations.
IT Operations Department:
- IT Operations is responsible for last mile delivery of technology, ensuring that everyone, from school staff to executives, have the functioning technology they need to excel at their jobs.
- Our portfolio involves both proprietary and off the shelf applications that need to run in challenging environments (inconsistent power, unreliable network connectivity, users who are not digital natives) and at significant scale (thousands of schools - and growing).
- IT Operations also oversees the technical infrastructure that powers and connects all of our global support offices.
- Within the Technology Group, IT Operations also holds the distinction of being the only department with a dedicated presence in each of our operating territories, meaning that is also the key conduit and primary advocate for all aspects of Technology, ensuring the work done by the other Technology departments delivers on its potential.
About the Role
- The Officer, IT Operations role combines the provision of front-line support and superior customer service to our schools and support teams with the responsibility for one of our key functional areas in IT Operations, including asset management, problem management, and support office support.
- The Officer role rotates between these functional areas, bringing fresh energy and insights to each area, while gaining experience over the different aspects required to ensure our Tech investments deliver on our ambitious mission.
- It will involve rolling up your sleeves to get the day to day done with ensuring overall delivery excellence for your assigned area.
- The role reports to the Manager, IT Operations, who has broad oversight over the programme, and involves mentoring and developing Associates.
Responsibilities
What will you do:
- Ensure delivery against one of our key functional areas for IT Operations:
- Teacher Tablets: ensuring high availability of teacher tablets, including proper assignment, monitoring, and troubleshooting.
- Smartphones and Tablets - ensuring high availability of school leaders and field staff devices, including proper assignment, monitoring and management (mobile device management), and procurement.
- Problem Management - ensuring that all Tech issues ("incidents") are properly tracked and regularly analysed to identify our key "problems" (recurring incidents) - and to work on sustainable solutions
- Support Office Support: ensuring the support office is high-functioning - working IT Assets (laptops, printers, etc.), network, firewall, PBX, etc.
- Provide first point of IT support contact for all staff, covering all hardware, software, and associated peripherals.
- Proactively troubleshoot using reports and data analytic tools provided - and also contribute back to their evolution and improvement.
- Deploy IT assets and associated peripherals, including new installations and redeployment of existing equipment.
- Manage service desk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
- Visit schools to understand pain points and receive feedback.
- Expedite the repair of hardware faultYs and software configuration problems, notifying or forwarding to the relevant suppliers in a timely manner.
- Supervise, train, and mentor junior staff members in all of the above.
- Provide technical assistance to project teams and undertake technical project roles when required.
- Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT Department.
Requirements
What you should have:
- A Degree from a recognized university with top marks in a relevant discipline
- Suitable IT/industry work experience
- Experience working within a fast-paced environment
- Excellent technical knowledge of IT hardware, including laptops, mobile devices (esp. Android), and peripherals
- Software and hardware troubleshooting ability
- Experience working and training on a variety of IT subjects and applications
- Analytical capability - ability to analyze data sets and be data driven. Advanced analytical capabilities, such as SQL, a plus.
- Strong writing and oral communication skills
- Research skills, including ability to identify and propose solutions to issues/crisis
Method of Application
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