Rising Device Administrator at Rising Academy Network

• The Rising Device Administrator will liaise with relevant stakeholders to manage our enterprise Mobile Device Management (MDM) platform by procuring, installing, configuring, deploying, updating, and monitoring App usage on the company deployed mobile devices. You will, among other duties, provide technical support to users via telephone, web, and face-to-face.
• Tasks will include installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal mobile system performance. The ideal candidate needs to be great at managing large numbers of devices across multiple countries, providing IT/Device support services, troubleshooting and handling user issues effectively coupled with strong administrative skills.

The Rising Device Administrator will:

• Collaborate with relevant stakeholders to procure, set up, create policies and deploy company owned devices to staff, schools, and students.
• Liaise with and report to IT Admin firm to manage and maintain Mobile Device Management (MDM) platform by installing/configuring, deploying, updating, maintaining and monitoring device usage.
• Maintain documentation of all company owned devices, ID number, location, owner, current usage, and lifetime value using documentation tools.
• Create, configure, and maintain security policies on the MDM and maintain enforcement in collaboration with IT Admin firm.
• Assess and understand MDM capabilities to provide recommendations on optimization and usage, including weekly reports to IT Admin firm, CTO and internal stakeholders.
• Collaborate with IT Admin firm to develop and implement standard operating procedures for device handling and usage to reduce rate of device damage and malfunction.
• Resolve technical issues within 1-2 hours of reporting, and escalate any unknown solution issues to a senior engineer in a timely manner to avoid SLA breach.
• Create, refine and deploy user documentation (Tips, tricks, FAQs) and systems as new features and Apps are deployed.
• Test and manage deployment of new iOS and Android releases, and assist with piloting of new Apps for Rising/Rising Digital use.
• Manage users/device owners and ensure user data is accurate in the MDM.
• Coordinate with relevant teams to create onboarding processes and provide hardware and software support for laptops, phones, routers and tablets as required.
• Perform data, speed, and App usage analysis on company deployed mobile devices.
• Provides IT support for on and off-site Rising events.

Requirements

Qualifications and Experience:

• 3+ years experience as Device Administrator, IT Support or in a similar role.
• Experience liaising with external firms in implementing and managing MDM solutions.
• Experience handling large numbers of company devices and providing IT support across multiple locations.
• Successful at collaborating with diverse teams/stakeholders across different countries and time zones.
• Experience working with PSA and RMM tools.
• Attention to detail and excellent troubleshooting and problem-resolution skills.
• Knowledge of mobile device and computer hardware and software including iOS, Android, Mac and Microsoft platforms.
• Demonstrated ability to assist and communicate well with device users.
• Proficient in using Microsoft Office Suite, Google-Suite products and various collaborative tools.
• Degree in a computer-related field, MIS, IT, related field, or the equivalent combination of training and experience.

About You:

• You have excellent verbal and written communication skills, and interpersonal skills.
• You can communicate with technical teams and stakeholders in a multicultural environment, as well as clearly document reports for these audiences.
• You demonstrate people skills; must be able to collaborate effectively with diverse personalities and skill sets, and enjoy constructive conflict.
• You have a strong track record of professionalism, trustworthiness and working independently sometimes.
• You possess excellent time management, effective coordination and teamwork skills.
• You are proactive, self-driven and can take initiative and problem-solve.
• You are comfortable working with senior leadership, reporting on data and outcomes.
• You are willing to take risks, fail, learn, give and receive feedback, and try new approaches.
• You are passionate about improving the quality of education across Africa.