Ops Support Engineer

About the role

Operations Support Engineer

Location: Accra, Ghana

Reports to: Operations Support Team Lead

Context of the role

The Ops Support Engineer is a senior member of the 24/7 operations team. In addition to monitoring and triaging incidents, this role is expected to drive deeper technical investigation, mentor technicians, and contribute to improving operational processes and runbooks. Engineers serve as escalation points within the L1 team and act as a bridge between L1 and L2/L3 support.

Key Responsibilities

Above and beyond the tasks performed at a Technician level, Ops Support Engineers also have the following responsibilities:

• Perform advanced troubleshooting beyond standard scripts and SOPs before escalation.
• Act as an escalation point for Ops Support Technicians during shifts.
• Own the process of correcting recurring issues (problems) by identifyi

Skills