IT Jobs at NewGlobe

About the Role

• The Associate, Information Technology role will ensure the provision of superior customer service throughout the business, through the maintenance, enhancement and efficient operation of IT functions.
• Additionally, this hands-on role will include responsibility for ensuring the security and integrity of IT operations and systems.
• The flexibility to work outside normal business hours is integral to this role, as is the ability to work under broad direction and minimal supervision.

What You Will Do

• Provide first point of IT Support contact for all staff, covering all PC hardware, software, smartphones and tablets, as well as any associated peripherals. 
• Deploy computers and associated peripherals including new installations and redeployment of existing equipment. 
• Install and configure operating systems and software to agreed standards under the direction of the IT Manager and other immediate supervisors. 
• Maintain existing equipment to standards determined by the IT Manager, by performing upgrades, new installations and carrying out routine procedures. 
• Assist in the compilation and maintenance of an accurate inventory of hardware and software, and ensure that records are kept up-to-date within the service desk system. 
• Troubleshoot technical issues to resolution and/or escalate to colleagues, suppliers or partner organizations as required. 
• Log all incidents and service requests in the designated service desk system, where necessary log on behalf of the staff. 
• Manage service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency. 
• Ensure system and data security is maintained at a high standard, ensuring the integrity of the company’s network is not compromised. 
• Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to the relevant suppliers in a timely manner. 
• Work with colleagues to monitor performance of company’s systems, ensuring that issues are appropriately escalated and resolved. 
• 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. 
• Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner. 
• Provide at all times a professional, courteous and rapid response to individual users. 

What You Should Have

• A Degree from a recognized university with top marks in Computer Science or a related discipline
• Excellent technical knowledge of PC/Mac hardware 
• Working technical knowledge of current protocols, operating systems and standards • Software and hardware troubleshooting 
• Windows desktop (7/8+) experience 
• Microsoft Office 2010/2013+ support 
• Active Directory administration 
• TCP/IP Experience working and training on a variety of IT subjects and applications 
• Excellent Writing and oral communication skills 
• Experience with gathering and analysing data in spreadsheets.
• Good research skills, including ability to identify and propose solutions to issues/crisis 
• Knowledge of Android technologies, Smart Phones, LAN and Wi-Fi configurations 
• Experience working within a fast-paced environment 

Desirable:

• Experience with admin of Microsoft systems such as Exchange, Navision, IIS, or SharePoint. 
• Routers, switches and firewall experience 
• Experience with Mobile Device Management Software eg Microsoft Intune, SureMDM, Hexnode, etc

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Location: Yenegoa, Bayelsa

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.