IT Operations Associate
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa. Its offerings include money transfers, deposits and withdrawals, bill payments, airtime purchases, merchant payments, collections, bulk payments, and checkout APIs.
Funding
Projects
About Wave Mobile Money Inc.
Wave Mobile Money builds and operates a mobile financial network intended to help make Africa the first cashless continent. Its consumer services enable users to deposit and withdraw money, send funds, pay bills, buy airtime, and access customer support through mobile applications and agents. Wave Business provides bulk payments, in-person merchant payments, cash collection tools, a business portal, and checkout APIs. The company serves consumers, agents, merchants, businesses, and other clients across multiple African countries.
Skills
About the Role
You'll ensure that our principal and support offices have reliable and robust internet connections and support employees, teams, and internal partners with initial troubleshooting resources. You'll be expected to ensure the reliability of our SMPP connections, which enable customers to receive SMS notifications on time, as well as SIP connections. You may be responsible for managing this office location or team and collaborating closely with other IT and telephony team members in Africa, as well as your manager, as we rapidly scale our business.
Requirements
- Bachelor's degree in ICT, Computer Science, Engineering, Telecommunications, or equivalent
- 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
Responsibilities
- Manage 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, analyze, debug, and interpret network connection issues and error logs from ISP and SMS & SIP telephony platforms
- Support onboarding new employees with software, hardware, and IT best practices
- Support permission and hardware management for employees
- Answer questions regarding computer software and hardware operation and resolve problems promptly
- Provide quality IT support and service by interacting positively with staff and handling complaints
- Support system integration tasks between product teams and external partners
- Read and write basic SQL queries to pull reports and troubleshoot issues
- Liaise with Telco partners to process monthly billing invoices and manage the SIM fleet
- Provide a daily report of issues reported, resolved, or outstanding
- Support large IT projects by completing technical tasks and coordinating with vendors
- Perform monthly reconciliations of SIP bills received from telecom partners
- Work closely with the Engineering team to assist in setting up, troubleshooting, and remediating local server installations
- Provide user training on IT standards and processes
- Document and improve existing IT processes and procedures
Benefits
- Generous health insurance for yourself and your dependents
- Airtime reimbursement
- Free food
- Beautiful office space
