Bangui, Central African Republic

Who We Are

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 

Technology plays a critical role in enabling us to provide transformative education at a 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 the last-mile delivery of technology, ensuring that everyone, from school staff to executives, has 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 centers, 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 it is also the critical conduit and primary advocate for all aspects of technology at our, ensuring the work done by the other technology departments delivers on its potential. 

About the role 

The IT Manager role 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, as well as the line management of IT officers and associates. 

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. 

What will you do

• Provide first point of IT Support contact for all local ESPOIR staff, covering all hardware, software, and associated peripherals; 
• Manage service requests and related service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency in ESPOIR’s designated service desk system.
• Troubleshoot technical issues to resolution and/or escalate to colleagues, suppliers, or partner organizations as required.
• Monitor and manage the operational performance.
• Ensure that standard operating procedures and all relevant IT governance and processes are implemented and adhered to.
• Deploy computers, school technology, 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 Director of IT and other senior IT personnel.
• Recommend, source, install, and maintain network equipment such as firewalls, routers, and switches 
• Manage the local area network and internet connection and ensure network security through installation of appropriate hardware and software, as well development of IT policies
• Manage IT infrastructure improvement projects, including scheduling and budgeting.
• Maintain existing equipment to standards, 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.
• 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 performance of systems, ensuring that issues are appropriately escalated and resolved.
• Provide technical assistance to project teams and undertake technical project roles when required.
• 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.  
• Supervise, train, and mentor junior staff members in all of the above.
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT Department.

What you should have 

• Excellent technical knowledge of PC hardware
• Working technical knowledge of current protocols, operating systems, and standards
• Software and hardware troubleshooting
• Windows desktop (7/8/X) and Windows Server (at least 2012) experience as well as Microsoft Office support and Active Directory administration; relevant Microsoft certification is a plus
• Routers, switches, and firewall experience
• Knowledge of Android technologies, smartphones, LAN and Wifi configurations.
• Experience with admin of Microsoft systems such as Navision, IIS, or Sharepoint.
• Experience with cloud services, in particular AWS.
• Experience working and training on a variety of IT subjects and applications
• Excellent writing and oral communication skills
• Good research skills, including ability to identify and propose solutions to issues/crisis
• A Degree from a recognized university with top marks in Computer Science or a related discipline.
• 5-10 years relevant IT/industry work experience.
• Experience working within a fast-paced environment.

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.

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