Associate, IT Operations

3 months ago

Hyderabad Telangana, India NewGlobe Full time

**Who We Are - About NewGlobe**:
NewGlobe is working with visionary governments around the world to dramatically improve the quality of basic education. Founded in 2007, we partner with governments to provide integrated school management, teacher professional development, instructional design innovation, technological system support, child-centered classroom practice, and parent engagement - all grounded in learning science - to ensure each teacher is empowered to engage children in transformational learning, Our data-driven approach has been validated by a Nobel-winning researcher and recognition by international leaders in Education. We imagine a world where all children can access an education that unlocks their full potential.

We need bright minds who want to be part of building a new globe - a more equitable globe - to join us. More information: newglobe.education

***:
**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. Working with us, passionate technologists have a chance to directly change the world.

**IT Operations**:
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**:
As an L2 Support Officer, IT Operations you will be a member of the IT Operations global services team and will report to the Global Services Lead Support, IT Operations. This position also includes working closely with the regional IT Operations teams to resolve all manner of technical issues, from support offices to schools. The role offers an interesting mix of technical and business challenges allowing the holder to develop an in-depth understanding of how Bridge International Academies works.

You will work with first level team, third level teams, and third party service providers, to ensure that every case is properly registered on the Helpdesk Tool and documented in the knowledge base. This role will be required to assist with managing escalated customer issues, mentoring junior team members, and delivery of technical ongoing and new starter training, as and when required.

**What You Will Do**:

- Provide 2nd Level incident management for issues registered via help desk tool(s), acting as an escalation point for L1 service issues
- Owns problem management (ultimate root cause resolution of recurring or critical issues), not just incident management (immediate restoration of services)
- Document interactions, incidents, and problems, and ensure the knowledge base is updated
- Identify cases where server and database backups are not occurring according to the defined policies and to resolve the gaps
- Partner with and develop strong ties with regional teams within the organisation to eliminate the silo approach and develop synergies to achieve the organisation's mission
- Work closely with the global and regional IT Operations teams to create process documents, help desk workflows, and service desk standards and monitoring dashboards
- Communicate technical information to audiences at all levels of the organisation
- Be proactive and take ownership of the problems.
- Manage time and workload to meet predetermined service levels
- Provide technical guidance and supervision to less-experienced members of the team and assist with training junior staff

**What You Should Have**:

- Hands-on knowledge and troubleshooting skills for support office IT hardware, including laptops, desktops, printers, smartphones, and tablets. Should include good working knowledge of Windows 8 and 10 platforms
- Knowledge of Service Desk and Contact Centre environment
- Experience in handling user administration (G Suite, Azure Active Directory, NAV)
- Working knowledge on Active Directory (Creation/Suspension of Users, Organizational unit, service accounts and password reset), domain servers/DNS, domain controllers, IP addressing/DHCP
- Excellent remote troubleshooting skills (Laptop, Desktop, Printers, smartphones, Tablets)
- AWS Cloud, Azure, Windows Server-2008/2012/2016 in domain environment. VPCs, etc.
- Working knowledge on monitoring and troubleshooting issues pertaining to web servers, database servers, windows domain servers. Ability to understand and analyse data provided by monitoring tool and do proactive and reactive troubleshooting
- Ability to communicate at all levels, both technical and non-technical. Custome

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