Associate, IT Operations

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.