IT Operations Associate

How you'll help us achieve it

Our IT Operations team manages our IT infrastructure across all countries with Wave operations. This team ensures that employees have the necessary hardware, software, and internet access to perform their roles efficiently. In addition, the IT Operations team manages various components of the IT infrastructure, including telephony operations, networks and internet, servers, and data centers, across multiple processes such as onboarding, offboarding, employee training, compliance, information security operations, and ticket management.

As an IT Operations Associate, you’ll ensure our main and support offices have reliable, robust internet connectivity and support employees, teams, and internal partners with initial troubleshooting guidance. 

You will be expected to ensure the reliability of our SMPP and SIP connections, which enable customers to receive SMS notifications on time. You may be responsible for managing this role at an office location or team, working closely with other IT and telephony team members in Africa, as well as your manager, as we rapidly scale our business. This will help us maintain desirable visibility and agent activation rates.

In this role, you'll; 

• Be part of the team that manages internet access at office locations with 99.9% uptime, including liaising with external suppliers.    
• Assist in the development or setup of new systems and networks.
• Participate in an on-call rotation of ticket management and troubleshooting in support of employees, Product & Engineering teams, and external partners.
• Troubleshoot, analyse, debug, and interpret network connection issues and error logs from our ISP and SMS & SIP telephony platforms.
• Support onboarding new employees with software, hardware, and IT best practices.
• Support in permission and hardware management for employees.
• Assists users by answering questions about computer software and hardware operation and providing support to resolve problems promptly.
• Provide quality IT support and service by interacting positively with our staff, answering inquiries, and effectively handling complaints.
• Support with system integration tasks between our product teams and external partners.
• Read and write basic SQL queries to pull reports and troubleshoot issues.
• Liaise with our Telco partners to process monthly billing invoices and manage the SIM fleet.
• Provide a daily report of issues reported, resolved, or outstanding, both by our partners and our internal support teams.
• Supports large IT projects by completing technical tasks and coordinating with vendors.
• Perform monthly reconciliations of SIP bills received from our telecom partners.
• Work closely with our Engineering team to assist in setting up, troubleshooting, and remediating local server installations. 
• Provide user training to ensure they are well-informed about and adhere to the company's IT standards and processes.
• Document and/or improve existing IT processes and procedures.

Key details

• This is a permanent position.
• Location: You'll be based in our office in Dakar.
• Our salaries are competitive and calculated using a transparent formula.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer 26 weeks of  parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• A Bachelor's degree in ICT, Computer Science, Engineering, Telecommunications, or equivalent.
• A minimum of 2 years of experience in an IT/ Network support desk.