Associate, IT Operations at Bridge International

Kenya

We work across Kenya to improve learning for underserved communities. Kenya was where we launched our social enterprise, opening our first school in 2009. We began partnering with the government, communities, teachers and parents to improve education in Kenya. We’re data-driven and our models adapt to the needs of individual governments. We’re flexible wherever we can serve more marginalized communities and improve learning outcomes for children.

Technology Group

Technology plays a critical role at Bridge in enabling us to provide education at massive scale and low cost – it’s one of the key elements that gives us the ability to deliver what no one else can. Tech spans several key functions, from the hardware and software that our academies use to run all aspects of teaching and management, including mobile payments, to the systems that enable our country headquarters to manage massive local operations, to the data backbone that informs all of our strategic and tactical decision making. It’s a lot of custom software development and a lot of back office systems.

We’ve got a ridiculously ambitious mission at Bridge, and it’s a place where passionate technologists have a chance to directly change the world. No kidding.

IT Operations Department

IT Operations at Bridge is responsible for last mile delivery of technology, ensuring that everyone at Bridge, from school staff to executives, all have the functioning technology they need to excel at their jobs. It also oversees the technical infrastructure that supports and connects all of Bridge’s 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 at Bridge, ensuring the work done by the other technology departments delivers on its potential.

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.

What You Will Do

The role holder will work collaboratively within the IT Team to achieve the following:

• Install and configure new IT equipment – Servers, PCs, Laptops, Smart phones, Tablets, Projectors, Nooks, etc.
• Coordinate identification of training needs and training users on a one to one or on a group basis on usage of various IT systems or applications.
• Perform preventive maintenance on various IT equipment and software – Laptops, Servers, AP, E-Readers, Printers, Security Systems, etc.
• Troubleshooting and diagnosing IT equipment including Computers, Laptops, E Readers, Smart Phones, and other peripherals.
• Capture all user requests as they come in via phone or email on the incidents management system and ensuring users get updates on the status and progress of their requests.
• Coordinate equipment maintenance activities including software upgrades and patches and service packs in a manner that ensures continued service operation.
• Assist in maintaining proper inventory and asset records and documentation of changes in ownership for all company assets.
• Liaise with vendors to ensure that company equipment are serviced and maintained as per SLAs, and schedules.
• Escalate IT calls (Tickets) to IT Officers, specialists and vendors as necessary.
• Support with deployment and roll out of new applications, systems and devices.
• Assist in ensuring that devices that have been repaired or fixed are properly deployed in a secure and manner.
• Assist in developing training material that can be used to improve system and device handling and utilization, etc.

What You Should Have

• Bachelor’s degree in IT, Computer Science or related discipline or;
• Advanced diploma in electronics or other related field
• Basic experience providing IT office support
• Knowledge of Android Technologies, Smart Phones, Nooks
• Working knowledge of LAN/WAN technologies and WIFI Configurations
• Hardware and Software troubleshooting skills.
• Planning and organizing skills
• Strong analytical skills
• Writing and oral communication skills
• Excellent interpersonal skills
• Ability to be adaptable and flexible