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Wave is a fintech company building financial services for Sub-Saharan Africa, with millions of users across 9 countries. The company's mission is to make Africa the first cashless continent by providing accessible, affordable financial services via mobile.
As an IT Operations Associate based in Dakar, you will be a core member of Wave's IT Operations team, which manages IT infrastructure across all countries where Wave operates. You will ensure reliable, robust connectivity and support for employees, teams, and internal partners across multiple African offices.
Key responsibilities include:
- Managing internet access at office locations with 99.9% uptime, liaising with external ISP suppliers
- Ensuring reliability of SMPP and SIP connections that enable SMS notifications for customers
- Participating in on-call rotation for ticket management and troubleshooting
- Troubleshooting and analyzing network connection issues and error logs from ISPs and telephony platforms
- Supporting employee onboarding with software, hardware, and IT best practices
- Managing permissions and hardware for employees
- Providing first-line IT support to staff, answering inquiries, and resolving issues promptly
- Supporting system integration tasks between product teams and external partners
- Writing basic SQL queries to pull reports and troubleshoot issues
- Liaising with telecom partners to process billing invoices and manage SIM fleet
- Providing daily reports of issues reported, resolved, or outstanding
- Supporting large IT projects by completing technical tasks and coordinating with vendors
- Performing monthly reconciliations of SIP bills from telecom partners
- Working with the Engineering team on local server setup, troubleshooting, and remediation
- Providing user training on IT standards and processes
- Documenting and improving existing IT processes and procedures
This is a permanent, full-time position based in Wave's Dakar office. The company offers competitive salaries calculated using a transparent formula, generous health insurance for employees and dependents, 26 weeks of parental leave for mothers and 4 weeks for fathers, subsidized childcare, airtime reimbursement, free food, and a modern office space.
Requirements:
- Bachelor's degree in ICT, Computer Science, Engineering, Telecommunications, or equivalent
- Minimum 2 years of experience in IT/Network support desk
- Proficient in French with good command of English
- Knowledge of networks and SaaS tools
- Experience with Google Workspace
- Flexibility to work weekends or statutory holidays if required
Desirable qualities include strong communication skills, networking ability, problem-solving mindset, understanding of SMS and VOIP/SIP systems, ability to navigate complex relationships independently, adaptability in multicultural environments, process-driven approach, exceptional organization and attention to detail, focus on user satisfaction, and critical thinking skills.
