IT Technician

In this role, you will provide face-to-face and ticket-based end-user support, acting as the senior in-person point of contact for IT in your office. You will independently resolve user, hardware, workplace technology, and operational support issues, manage ticket queues, and act as an escalation point for L1 technicians. You will provision, deploy, recover, and troubleshoot employee and office hardware while keeping the asset register accurate. You will troubleshoot network, connectivity, and office technology issues, support cabling and data centre activities, and coordinate with vendors. You will resolve SMS outages and SIP/VoIP call failures, support Telco partner coordination and billing reconciliation, and monitor toll-free numbers and SMPP connections. You will also lead small projects, support onboarding and offboarding logistics, improve documentation, and share knowledge with newer team members.

Responsibilities

• Provide face-to-face and ticket-based end-user support
• Resolve user, hardware, workplace technology, and operational support issues independently
• Manage ticket queues and maintain SLA compliance
• Act as an escalation point for L1 technicians
• Provision, deploy, recover, and troubleshoot employee and office hardware
• Maintain the asset register and follow asset management processes
• Coordinate vendors for routine repairs and procurement
• Troubleshoot network, infrastructure, connectivity, and office technology issues
• Support hardware installations, cabling, and data centre activities
• Troubleshoot and resolve SMS outages and SIP/VoIP call failures
• Support Telco partner coordination and monthly billing reconciliation
• Monitor toll-free numbers and SMPP connections
• Lead small projects and contribute to operational improvements
• Support onboarding and offboarding logistics and keep documentation up to date

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
• 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 (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
• Strong communication skills in English (B1 or above)
• Good organisational and problem-solving skills
• Work authorization in Niger is required

Benefits

• Generous health insurance for yourself and your dependents
• 26 weeks of parental leave for mothers and 4 weeks for fathers
• Subsidized child care
• Airtime reimbursement
• Free food