We're making 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 six 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 employees have the necessary hardware, software, and access to the internet to perform their roles efficiently. In addition, the IT Operations team manages other components of IT Infrastructure such as telephony operations, networks and internet, and servers and data centers and does this across various 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 and robust internet and support employees, teams, and internal partners with initial troubleshooting lines.
You will be expected to ensure the reliability of our SMPP connections, which enables customers to receive SMS notifications on time and SIP connections. You might take on this responsibility for an office location or team and work closely with other IT and telephony members in Africa and your manager as we rapidly scale our business and 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 or 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 for pulling reports and for troubleshooting.
- 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 reconciliation of SIP bills that come from our telco partners.
- Work closely with our Engineering team to assist in setting up, troubleshooting, and remediating local server installations.
- Provide user training and ensure they are well aware of and respect the company's IT standards and processes.
- Document and/or improve existing IT processes and procedures.
Key details
- Location: You'll work from our office in Côte d’Ivoire.
- Work authorization in Côte d’Ivoire is required.
- This is a fixed-term position (6-months, renewable).
- 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.
Requirements
- Have a Bachelor's degree in ICT, Computer Science, Engineering, Telecommunications, or equivalent.
- A minimum of 2 years experience in an IT/ Network support desk.
- Proficient in French and good command of English.
- Knowledge of network and any SAAS tool.
- Experienced 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, focusing 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 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.
- We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, and Uganda, 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.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
What We Do
We're making Africa the first cashless continent.
In 2017, nearly 60% of adults 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 November 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. In 2019, we expanded to Cote D'Ivoire. Now, we have millions of users and are growing fast.
Our goal is to drive financial inclusion and make Africa the first cashless continent
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