IT Operations Associate, Dakar, Senegal.

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 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
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 our monthly billing invoices and SIM fleet management.
• 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 in close collaboration 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 Senegal.
• Work authorization in Senegal is required.
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
• We offer generous health insurance for yourself and your dependents.
• We support working parents – we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.


Requirements
• Proficient in English.
• A minimum of 5 years experience in an IT/Network support desk or call center IT support.
• Knowledge of network and any SAAS tool.
• Have a degree in ICT, Computer Science, Engineering, Telecommunications or any other equivalent.
• Experienced using Google Workspace.
• Experienced dealing with Sheets and Docs work environment issues.
• Great oral and written communication skills: ability to synthesize and popularize your work.
• Good organizational skills.
• User/Customer satisfaction oriented.
• Be flexible with working on weekends or statutory holidays if required.


You might be a good fit if you
• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Enjoy networking and meeting new people and thrive at building new relationships.
• Dive into new challenges and enjoy identifying creative solutions.
• Have ideally worked in a major FMCG, Telco, or Mobile Money company within African markets.
• Are incredibly curious about how pieces fit together and use this learning to build optimal solutions.
• Have network and system knowledge.
• Have experience in IT Support, Telco Engineer, System Engineer, Network Engineer.
• Have a basic understanding of SMS and VOIP/SIP systems will be a plus.
• Adept at independently navigating complex relationships.
• Are incredibly adaptable and excel in multi-cultural environments.
• Are process-driven and can implement structure where there is little or none.
• Exceptionally organized and pay close attention to detail.
• Are a “can-doer” and thrive on executing objectives.
• Think from first principles about how things should work.
• Think about culture and process from the user’s perspective (in this case, our candidates).



Our team
• 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.
In 2023, we were on Y Combinator’s top 50 companies by revenue.