Associate, IT Operations

**IT Operations Department**:
IT Operations is responsible for last mile delivery of technology, ensuring that everyone from school staff to executives, all have the functioning technology they need to excel at their jobs. It also oversees the technical infrastructure that supports and connects all of our global offices, as well as the back-office systems that power our customer care centres, finance teams, warehouses, and more.

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 at our, ensuring the work done by the other technology departments delivers on its potential.

**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 three 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
- 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.