IT Technician
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
In this role, you will provide face-to-face and ticket-based end-user support, acting as the senior in-person IT contact in your office and an escalation point for L1 technicians. You will independently resolve user, hardware, and workplace technology issues, manage ticket queues, and maintain SLA compliance. You will provision, deploy, and troubleshoot employee and office hardware, keep the asset register accurate, and coordinate vendors for repairs and procurement. You will troubleshoot network, connectivity, and office technology issues, support cabling and data centre activities, and handle telephony and SMS operations including SIP/VoIP failures and SMPP connections. You will also support onboarding and offboarding logistics, keep documentation up to date, and lead small, well-defined projects.
Requirements
- 2+ years supporting employee and office hardware and workplace technology, or equivalent demonstrated ability
- Experience administering Google Workspace and using MDM platforms to enrol and deploy hardware
- Able to independently troubleshoot networking, AV, and office technology issues
- Experience supporting hardware installation, cabling, data centre activities, and vendor coordination
- Experience with hardware lifecycle, inventory, and asset management processes
- Hands-on experience with telephony or SMS/SIP systems (toll-free numbers, SMPP, or VoIP), including Telco partner coordination
- Familiarity with scripting and process automation (a plus)
- Comfort acting as an escalation point for more junior technicians
- Strong customer service instincts and operational discipline
- Strong communication skills in English (B1 or above)
- Good organizational and problem-solving skills
- Work authorization in Burkina Faso
Responsibilities
- Provide face-to-face and ticket-based end-user support
- Independently resolve user, hardware, workplace technology, and operational support issues
- Manage ticket queues, maintain SLA compliance, and act as an escalation point for L1 technicians
- Provision, deploy, recover, and troubleshoot employee and office hardware
- Maintain the asset register and follow hardware deployment, inventory, and asset management processes
- Coordinate vendors for routine repairs and procurement
- Troubleshoot network, infrastructure, connectivity, and office technology issues
- Support hardware installations, cabling, and data centre activities
- Troubleshoot and resolve SMS outages and SIP/VoIP call failures
- Support Telco partner coordination and monthly billing reconciliation
- Monitor and maintain availability of toll-free numbers and SMPP connections
- Support onboarding and offboarding logistics and keep documentation up to date
- Lead small, well-defined projects and support newer team members
Benefits
- Generous health insurance for yourself and your dependents
- Parental leave (26 weeks for mothers and 4 weeks for fathers)
- Subsidized child care
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food