NOC & IT Support Engineer (Ghana)

About the role

Based in our Kumasi office, the NOC & IT Support Engineer will manage local IT infrastructure, provide first and second‑line support to staff, and ensure network security and data backup. The role also monitors the health and availability of mobile and web applications across all markets, handling incidents and coordinating with cross‑market teams.

Key responsibilities

• Manage and maintain servers, networks, and endpoint devices for the Ghana office.
• Provide first and second‑line technical support to all Ghana‑based staff, meeting SLA targets.
• Ensure network security, data backup, and disaster‑recovery procedures are in place and tested.
• Deploy and manage enterprise software, user accounts, and access permissions.
• Support audio/video conferencing and collaboration tools.
• Maintain IT asset inventory and advise on procurement.
• Monitor performance and availability of mobile and web applications using observability platforms.
• Investigate application alerts, analyze logs, metrics, and traces, and work with development teams to resolve root causes.
• Monitor internal and third‑party APIs, track uptime and error rates, and escalate issues.
• Coordinate with the NOC Manager on system monitoring, incident response, and escalation procedures.
• Maintain NOC runbooks, document incidents, and contribute to post‑incident reviews.
• Participate in on‑call rotations for critical system and application incidents.
• Liaise with in‑country IT and operations teams to ensure consistent service delivery.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• Minimum 3 years of experience in IT support, systems administration, or NOC operations.
• Strong communication skills and ability to work across time zones.

Required skills

• LAN/WAN networking
• Windows server administration
• Linux server administration
• Microsoft 365 and Azure cloud services
• Observability platforms for application monitoring
• API monitoring and performance tracking
• NOC runbooks and incident response procedures
• On‑call rotation and incident management
• Audio/video conferencing tools
• IT asset inventory management
• Compliance with IT policies and local regulations