Associate, IT Operations

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

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. Our portfolio involves proprietary, offline-first, cloud-based applications running in challenging environments - inconsistent power, unreliable network connectivity, technically unsophisticated users. IT Operations 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, 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

Troubleshoot smartphone and e-reader application issues, such as syncing, application crashes, payment problems, etc., using a combination of phone calls and remote support tools, such as TeamViewer. If the issue cannot be resolved directly by you, you will analyse the issue enough to ensure that it is routed to the appropriate L3 support for resolution and maintain ownership for ultimate resolution

Monitor servers, network devices, applications, and databases using a variety of tools and reports to ensure the infrastructure is up and running within defined thresholds. When issues are detected, you will be responsible for analysing the nature of the issue and routing it to the appropriate L3 support for resolution. You will maintain responsibility for ensuring the issue is resolved within a timely fashion

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

Ensure all NewGlobe IT policies and standards, including Bridge application usage, information security, and compliance standards, are being followed. Where existing policies aren’t sufficient for Bridge’s current context or needs, work to update the policies

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

Anticipate, identify, and resolve problems, applying knowledge in complex, difficult, or stressful situations

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

Working knowledge on Linux/Ubuntu is plus but not important (OS administration, Managing User / Group Administration skills, DNS, Name Server, email server)

Ability to communicate at all levels, both technical and non-technical. Customer-focused

Ability to perform well as part of a team under direct/indirect supervision

Good communication skills (active listening skills), documentation skills, able to articulate and speak with clear voice

MCSE, CCNA, ITIL or other industry identified certifications are preferred

Relevant Bachelor's/Diploma holder or equivalent education and experience from reputed college / university

What We Offer

The opportunity to make a difference for children every day at a proven, internationally recognized, mission-driven company.

Flexible hybrid working arrangement.

Take the lead and help us grow our engineering team

The opportunity to work on challenging and innovative projects

Values of Successful Employees at NewGlobe

We are looking for new joiners who are energized by our mission and share our values.

Detailed doers, creative problem-solvers, relentless advocates, malleable learners, data-driven decision-makers and curious investigators do well at NewGlobe. Learn more about our values and how to succeed as a job-seeker at NewGlobe on our LinkedIn page.

What to Expect from the Interview Process

We have a rigorous, merit based hiring process. The process is designed to simulate the essential parts of the job and introduce you to your role in the business should you join our team. Apply via our website.

We will never ask for payment as part of the interview process and we are committed to a fair process free of discrimination based on gender, race, ethnicity, citizenship or disability.