Information Technology Operations Engineer

Company Description

MaxAB is re-engineering Africa's informal retail sector through a B2B e-commerce and fintech super app. Since launching in 2018, we've connected over 150,000 traditional retailers with suppliers, delivering 2.5+ million orders across Egypt and Morocco. Our fintech business now generates more revenue than e-commerce, with over $180 million in sales last year. Following our merger with Wasoko, we're expanding across Sub-Saharan Africa.

Role Objectives:

We are looking for an IT Operations Engineer who will ensure our internal systems, infrastructure, and end-user technology run reliably, securely, and efficiently. The ideal candidate is hands-on, adaptable, and comfortable working in a scaling startup where ownership and impact are high.

What You'll Do :

IT Infrastructure & Operations:

Manage and support core IT systems, endpoints, and network infrastructure.

Ensure high availability of business-critical systems used by operations, sales, and warehouse teams.

Perform system upgrades, patching, and routine maintenance with minimal downtime.

Administer, manage, and troubleshoot call center systems .

Back up VMs and physical servers with Backup & Replication for data backup and recovery.

Raise Tickets on Jira and be able to manage the tickets .

Incident Management & Support :

Act as the first and second line of support for IT incidents and service requests.

Troubleshoot hardware, software, network, and access-related issues.

Perform root cause analysis and implement long-term fixes.

Maintain clear incident documentation and post-incident reports.

Troubleshoot, diagnose, and resolve hardware, software, and other network problems.

Manage the Kaspersky Security Center environment.

User & Access Management :

Administer Google Workspace , VPNs, and internal systems.

Security & Compliance :

Implement and maintain endpoint security, device policies, and access controls.

Monitor systems for vulnerabilities and security threats.

Support internal audits, compliance, and IT risk management initiatives.

Vendor & Asset Management :

Liaise with vendors, ISPs, and service providers.

What We're Looking For:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• 3+ years experience in IT operations, systems support, or infrastructure roles.
• Experience working in a startup or fast-paced SME environment is an advantage.
• Networking fundamentals (LAN/WAN, VPNs, DNS, DHCP).
• Hands-on experience with Windows, Linux, and Mac OS environments.
• Familiarity with remote support tools and helpdesk software like Jira.
• Basic knowledge of networking principles and cyber security best practices.
• Experience with cloud platforms (Google Workspace, Microsoft 365) is a plus.
• Strong diagnostic, problem-solving, and communication skills.
• Ability to work independently and across multiple regional offices.