IT Operations Associate

Our mission is to make Africa the first cashless continent. In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.

We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast.

Our goal is to make Africa the first cashless continent and that's where you come in…

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.

Location

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.

Other Information

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.

Profile Sought

A Bachelor's degree in ICT, Computer Science, Engineering, Telecommunications, or equivalent.

Experience

A minimum of 2 years of experience in an IT/ Network support desk.

Proficient in French and good command of English.

Knowledge of networks and any SAAS tool.

Experienced in using Google Workspace.

Be flexible with working on weekends or statutory holidays if required.

You might be a good fit if you

Communicate effectively and frequently, both in writing and in person, with a focus on clarity and transparency.

Enjoy networking and meeting new people, and excel at building meaningful relationships.

Embrace new challenges and enjoy finding creative solutions to complex problems.

Possess a strong understanding of networks and systems.

Have a basic understanding of SMS and VOIP/SIP systems would will be an advantage.

Are skilled at navigating complex relationships independently.

Adapt quickly and excel in multi-cultural environments.

Are process-driven and capable of implementing structures where it may not exist.

Are exceptionally organized and detail-oriented.

Are focused on user/customer satisfaction and continually strive to improve it.

Approach problems from first principles and think critically about how things should work.

Consider culture and processes from the user's perspective to create the best experience.

Our Team

We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members spread across the world.

We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.

We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.

We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.

We are on Y Combinator's top companies by revenue.

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