Associate, IT Operations

About NewGlobe

NewGlobe supports visionary governments to transform public education systems, the cornerstone of a prosperous, equitable, and peaceful society.

With a comprehensive system transformation platform and data-driven educational services, NewGlobe delivers rapid and dramatic improvements in learning outcomes at state and nationwide scale. Through building impactful partnerships and programmes, NewGlobe ensures that all children have access to an education that will develop their full potential and create a foundation for growth and prosperity.

NewGlobe leverages more than a decade of educational experience and proven impact in 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, and all children have the opportunity to develop to their full potential. Every day, NewGlobe supports governments to solve what were once seen as intractable problems, and by doing so, ensures this generation will be able to grow up to lead more fulfilled lives, while simultaneously building economic prosperity for themselves, their communities, and the globe.

NewGlobe's high-touch, intensive professional development programs, along with integrated school management, teacher support, and assessment software, enable schools to succeed. NewGlobe works within state and national curriculum and syllabi, ensuring all children are empowered to learn their own history, and master local content, while being globally competitive in mathematics and languages. The science of behaviour change and the science of learning is at the foundation of all programming.

NewGlobe works with urgency because youth quickly becomes adulthood and relentlessly because improvement requires continuous problem-solving. NewGlobe is honoured to serve and to help rebuild trust in public systems.

NewGlobe's work is all encompassing and will challenge you to use your full mind, and heart, each day. We need bright minds who want to be part of building a new globe - a more equitable globe - to join us.

IT Operations Department

IT Operations at NewGlobe is responsible for last mile delivery of technology, ensuring that everyone in all our territories, from school staff to executives, all have the functioning technology they need to excel at their jobs. IT Operations also oversees the technical infrastructure that supports and connects all of NewGlobe's global offices, as well as the back-office systems and cloud platforms that power our resolution 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 NewGlobe, ensuring the work done by the other Technology departments delivers on its potential.

Our mandate is clear: deliver secure, scalable, and reliable infrastructure so operations run flawlessly today and growth is enabled tomorrow. We work in collaborative teams across cloud operations, systems management, endpoint management, and core services, partnering closely with security functions, engineering, and stakeholders. Our focus is operational resilience, cost efficiency, and fit for purpose governance. The goal is simple: infrastructure that is invisible, always available, always secure, always ready to scale.

About the Role

The Associate, Information Technology role will ensure the provision of superior customer service throughout the business, through the maintenance, enhancement and efficient operation of IT functions. Additionally, this hands-on 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.

What You Will Do

• Provide first point of IT Support contact for all 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 the designated service desk system, where necessary log on behalf of the 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 company's 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 performance of company's 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.

What You Should Have

• 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
• Experience with gathering and analysing data in spreadsheets.
• Good research skills, including ability to identify and propose solutions to issues/crisis
• Knowledge of Android technologies, Smart Phones, LAN and Wi-Fi configurations
• A Degree from a recognized university with top marks in Computer Science or a related discipline
• Experience working within a fast-paced environment

Desirable

• Experience with admin of Microsoft systems such as Exchange, Navision, IIS, or SharePoint.
• Routers, switches and firewall experience
• Experience with Mobile Device Management Software eg Microsoft Intune, SureMDM, Hexnode, etc

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.

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