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Associate, IT Operations

Full Time , Lagos

Job Description


Bridge International Academies is the world’s largest and fastest-growing chain of primary and pre-primary schools with more than 400 academies and 120,000 pupils in Kenya and Uganda. We democratize the right to succeed by giving families living in poverty access to the high-quality education that will allow their children to live a very different life.

We are recruiting to fill the position below:

Job Title: Associate, IT Operations

Location: Lagos
Employment Type: Full-time

About the Role

  • The Associate, IT Operations will ensure the provision of superior customer service throughout the business, through the maintenance, enhancement and efficient operation of IT functions.
  • Additionally, the 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.

Responsibilities
What You Will Do:

  • Provide the first point of IT Support contact for all Bridge 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 Bridge’s designated service desk system, where necessary login on behalf of Bridge 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 Bridge 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 the performance of Bridge 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.

Requirements
What You Should Have:

  • A Degree from a recognized university with top marks in Computer Science or a related discipline
  • 1-3 years relevant IT/industry work experience
  • 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
  • Good research skills, including the 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
  • Relevant Microsoft certification.

Desirable:

  • Experience with the admin of Microsoft systems such as Exchange, Navision, IIS, or SharePoint.
  • Routers, switches and firewall experience

Skills:
You’re also:

  • A detailed doer – You have a track record of getting things done. You’re organized and responsive.
  • You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done.
  • You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a startup or social enterprise.
  • A creative problem-solver – Growing any enterprise from scratch comes with massive and constant challenges.
  • On top of that, Bridge works in often challenging, low-resource communities and runs on fees averaging just $6 a month per pupil.
  • You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.
  • Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for.
  • A customer advocate – Our customers – these families living on less than $2 a day per person – never leave your mind.
  • You know them, get them, have shared a meal with them (or would be happy to in the future).
  • Every decision you make considers their customer benefit, experience, and value.
  • A life-long learner – You believe you can always do better.
  • You welcome constructive criticism and provide it freely to others.
  • You know you only get better tomorrow when others point out where you’ve missed things or failed today.