IT Operations Associate

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 that our principal and support offices have reliable and robust internet connections and support employees, teams, and internal partners with initial troubleshooting resources. 

You will 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. 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, analyze, 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 regarding computer software and hardware operation, and provides 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. 

• Location: You'll work from our office in Côte d'Ivoire.
• Work authorization is required in Côte d'Ivoire.
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula.
• We offer generous health insurance for yourself and your dependents.
• Airtime reimbursement.
• Free food and a beautiful office space.

• Have 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. 
• 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.

• 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 be an advantage.
• Are skilled at independently navigating complex relationships.
• 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.