IT Technician

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'll;

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 service quality and follow established standards.
• Support onboarding and offboarding logistics and keep documentation up to date.
• Lead small well-defined projects and coordinate vendors for routine work.
• Act as an escalation point for L1 technicians and support newer team members by sharing knowledge.

Key details

• Location: You'll be based in our office in Ouagadougou.
• Work authorization in Burkina is required. 
• This is a permanent position. 
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
• We help you live your fullest life now- we subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• 2+ years supporting employee and office hardware and workplace technology or equivalent demonstrated ability.
• Experience administering Google Workspace and using MDM platforms to enrol and deploy hardware (configuration and policy are owned by engineering).
• Able to independently troubleshoot networking AV and office technology issues.
• Experience supporting hardware installation cabling data centre activities and vendor coordination.
• Experience with hardware lifecycle inventory and asset management processes.
• Hands-on experience with telephony or SMS/SIP systems (for example toll-free numbers SMPP or VoIP) including Telco partner coordination.
• Familiarity with scripting and process automation (a plus).
• Comfort acting as an escalation point for more junior technicians.
• Strong customer service instincts and operational discipline: you follow processes carefully document accurately and know when to escalate.
• Strong communication skills in person and in writing in English (B1 or above).
• Good organizational and problem-solving skills.

You might be a good fit if you

• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are a self-starter and proactive about achieving ambitious targets.
• Enjoy organising large events - you'll be the point of contact to both suppliers and the team.
• Love owning projects - you're autonomous yet know when to escalate problems.
• Are intellectually curious creative in the way you go about tackling problems and embrace failure as a means to spark innovation and growth.
• Willing to go the distance to get something done.
• Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
• Adjust quickly to changing priorities and conditions