IT Operations Associate
Wave is a mobile money company reinventing financial services across Africa. It lets users deposit, withdraw, and pay bills for free, send money for a 1% fee, and buy airtime instantly, serving everyday consumers who need affordable, accessible banking.
Projects
About Wave
Wave offers mobile money services designed to make banking modern and affordable, primarily for underserved populations across Africa. Its core product allows users to deposit and withdraw money for free, pay bills for free, send money to anyone for only 1%, and buy airtime instantly, backed by toll-free customer support and strong security. Wave operates across numerous African markets including Burkina Faso, Cameroon, Cote d'Ivoire, DRC, Gambia, Malawi, Mali, Niger, Senegal, Sierra Leone, and Uganda, with a global team building what it describes as 'the future of money, Africa-first.' The company emphasizes a distinct hiring philosophy and culture rooted in transparency, mission-driven work, honesty, and rapid iteration, serving individual consumers and agents who rely on Wave for everyday financial transactions.
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