IT Technician

Our mission 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 9 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 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. This is a role for an experienced technician ready to work with greater independence, take on the more complex day-to-day requests, coordinate vendors and contribute to small projects, and act as a reliable escalation point for L1. Success in this role is built on strong customer service, operational discipline, sound judgment, and the ability to work independently. In this role, you will; Provide face-to-face and ticket-based end-user support Act as a senior in-person point of contact for IT in your office, helping colleagues and handling the more complex requests. Independently resolve most user, hardware, workplace technology, and operational support issues. Manage ticket queues, maintain SLA compliance, and act as an escalation point for L1 technicians. Identify recurring issues and recommend service improvements, escalating complex issues with clear context. Deploy and maintain employee and office hardware Provision, deploy, recover, and troubleshoot employee and office hardware, and keep the asset register accurate. Follow and help maintain hardware deployment, inventory, and asset management processes, ensuring your work complies with established standards. Prepare and hand over hardware that meets Wave's configuration and security standards, and coordinate vendors for routine repairs and procurement. Support and troubleshoot the local network and connectivity Independently troubleshoot network, infrastructure, connectivity, and office technology issues. Support hardware installations, cabling, and data centre activities, and coordinate with vendors. Escalate network configuration, design, or recurring infrastructure issues to the Network Engineering and Endpoint Engineering teams with clear context. Support telephony and SMS operations Independently troubleshoot and resolve most SMS outages and SIP/VoIP call failures, interpreting error logs and escalating to Telco partners and Engineering when needed. Act as an escalation point for L1 technicians on telephony issues. Support Telco partner coordination and monthly billing reconciliation, escalating SLA and partner-relationship management to the level that owns telephony. Monitor and help maintain the availability of toll-free numbers and SMPP connections, so support teams can take calls and customers receive SMS notifications reliably. Contribute to projects and operational improvements Help improve operational processes, documentation, and…