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What You Will Do

• Provide first line technical support to school staff, assisting them to diagnose and resolve hardware and software problems remotely and in person
• Visit operational sites to assist school staff by deploying academy technology, including both new installations and redeployment of existing equipment
• Provide technical support for teaching accessories including smartphones, teacher tablets, power banks, and any other assets that may be made available
• Ensure the efficiency and reliability of Internet service and computer environment in the support office
• Install and configure operating systems and software to agreed standards under the direction of the IT Manager
• Maintain existing equipment to standards determined by the IT Manager, by performing upgrades, new installations, and carrying out routine procedures
• Maintain a high degree of customer service support for all support queries and adhere to all service management principles and policies
• Maintain a record of any software or hardware problems detected, escalate when appropriate
• Use data provided by reports to detect and even anticipate problems in the field so as to drive resolution before the issue is even reported
• Fix teaching technology hardware issues like broken charging ports, depleted batteries, screens etc.

What You Should Have

• Minimum two years of work experience in the ICT environment
• Ability to use tools like soldering irons to fix hardware issues
• Experience in troubleshooting hardware and performing tasks like changing batteries, screens, motherboards, and other working equipment in order to fix broken devices like tablets and smartphones
• Working technical knowledge of current protocols, operating systems and standards
• Excellent technical knowledge of PC hardware
• Software and hardware troubleshooting
• Basic experience with routers, switches, and firewalls
• Experience with Microsoft suite applications and exposure to basic troubleshooting
• Understanding of TCP/IP and Local Area Networks
• Excellent writing and oral communication skills
• Good research skills, including the ability to identify and propose solutions to issues/crisis
• Knowledge of Android operating system and smartphones
• Bachelor degree in IT, or related Information Technology field of study
• Vendor neutral industry certification such as: Cisco CCNA, CompTIA Network+, A+, or MCTIP certification.

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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.

What You Will 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 analyzed 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 prioritizing systematically to minimize backlog and ensure operational efficiency.
• Visit schools to understand pain points and receive feedback.
• Expedite the repair of hardware faults 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.

What you should have

• A Degree from a recognised 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