IT & NOC Support Engineer - Ghana

Ghana·Kumasimid

Customer SupportSupport Engineer

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Quick Summary

Overview

About the roleBased in our Ghana office, this dual-mandate IT & NOC Support Engineer will manage local infrastructure, provide first and second-line technical support to Ghana-based staff,

Technical Tools

Customer SupportSupport Engineer

About the role
Based in our Ghana office, this dual-mandate IT & NOC Support Engineer will manage local infrastructure, provide first and second-line technical support to Ghana-based staff, and ensure network security, data backup, while simultaneously monitoring the health and availability of mobile and web applications across all operating markets, supporting 3rd party escalations, investigating incidents using logs, metrics, and traces, and liaising with cross-market teams — making strong technical breadth, effective communication, and the ability to work across time zones essential to the role.
Duties and Responsibilities

Manage and maintain local IT infrastructure, including servers, networks, and endpoint devices across the Ghana office.
Provide first and second-line technical support to all Ghana-based staff, resolving issues promptly and within agreed SLAs.
Ensure network security, data backup, and disaster recovery procedures are in place and regularly tested.
Deploy and manage enterprise software, user accounts, and access permissions.
Support audio/video conferencing and collaboration tools for the office.
Maintain IT asset inventory and provide procurement recommendations as needed.
Ensure compliance with organisational IT policies and Ghana's local regulations.
Conduct IT training and orientation for new staff members.
Monitor the health, performance, and availability of mobile and web applications across all operating markets using observability platforms.
Investigate and respond to application alerts, working with development and product teams to diagnose root causes using logs, metrics, and distributed traces.
Support the integration and maintenance of internal and third-party APIs, including monitoring API uptime, response times, and error rates, and escalating anomalies to the relevant teams.
Coordinate with the NOC Manager on system monitoring, uptime, incident response, and escalation procedures across all markets.
Maintain NOC runbooks and incident documentation, contributing to post-incident reviews and continuous improvement processes.
Participate in on-call rotations for critical system and application incidents as required.
Liaise with in-country IT and operations teams across markets to support issue resolution and ensure consistent service delivery.

Skills and Experience

Bachelor's degree in IT, Computer Science, or related field.
Minimum 3 years of experience in IT support, systems administration, or NOC operations.
Strong knowledge of networking (LAN/WAN) and Windows/Linux server administration.
Experience with cloud services such as Microsoft 365, Azure, or similar platforms.
Hands-on experience with monitoring and observability tools (e.g. Grafana, Datadog, Zabbix, or similar) with a solid understanding of metrics, logs, and distributed traces.
Working knowledge of REST APIs — including reading documentation, testing endpoints, and interpreting response codes and payloads — as they relate to mobile and web application integrations.
Ability to work effectively across time zones and support remote teams in multiple countries.
Excellent problem-solving and communication skills, with the ability to translate technical issues clearly for non-technical stakeholders.
Fluency in English required.
Familiarity with IT security best practices and compliance frameworks.
Relevant certifications such as CCNA, CompTIA Network+, ITIL, or Microsoft certification.
Experience supporting or working alongside development teams in a DevOps or SRE-adjacent capacity.
Familiarity with working in variable-connectivity environments.

Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).