Digital Systems Support Specialist

About the Job
LonAdd HR Consultancy Plc (www.lonadd.com) is a Recruitment & Outsourcing Company based in Addis Ababa, Ethiopia, with branch offices in Dukem, Hawassa and Bahir Dar. We are looking for a competent Digital Systems Support Specialist for our client Tulu Kapi Gold Mine.

Location:- Addis Ababa, Ethiopia with occasional travel to mining site.

This role requires strong fundamental IT skills, the ability to manage the lifecycle of all IT assets meticulously, and a dedication to process compliance. Crucially, the candidate must possess a strong aptitude for continuous learning, independent problem-solving, and a focus on enabling users to facilitate the company’s ongoing digital transformation.

The successful candidate will manage a highly diverse and evolving ecosystem of hardware, software, and workplace peripherals.

This role is a permanent position on an indefinite period contract of employment.

Department: Information and Digital Systems Department

Job Purpose

The Digital Systems Support Specialist is a foundational role within TKGM’s Information and Digital Systems Department. Operating within a Microsoft-centric environment, the primary objective of this position is to provide comprehensive, day-to-day technical support for the Company’s office-based and remote staff.

Responsibilities and Accountabilities

Comprehensive End-User and Software Support

• Serve as the primary point of contact for all IT support requests. Take strong ownership of user issues by independently troubleshooting, identifying root causes, and driving them to resolution to minimize unnecessary escalations.

• Deliver versatile and adaptable technical support across a comprehensive spectrum of communication channels.

• Diagnose and resolve issues through on-premise direct intervention, remote access software, telephonic guidance, email, and text/instant messaging, effectively tailoring the troubleshooting approach to the user’s location and the available level of physical access to the equipment.

• Provide extensive support, installation, and troubleshooting for a broad and continuously evolving landscape of end-user software including, but not limited to, core productivity suites (e.g., Microsoft 365, Project, Visio), various specialized web-based platforms, and general daily business applications (e.g., PDF editors, specialized viewers).

• Independently research, learn, and support new or unfamiliar software applications as they are introduced to the business.

• Support staff through digital transformation initiatives by providing clear, structured guidance to users with varying levels of technical proficiency, ensuring optimal utilization of new software and tools.

Hardware and Peripherals Configuration

• Install, configure, and troubleshoot a diverse array of workplace hardware and peripherals. Examples include multi-function printers, scanners, smart displays, and comprehensive teleconferencing and audio-visual equipment.

• Apply core troubleshooting methodologies to quickly adapt to newly introduced equipment, subsequently managing the devices and training end-users on proper operation.

Asset, Spares and Procurement Management

• Manage the complete lifecycle of IT hardware (laptops, mobile devices, peripherals) from initial procurement through to retirement.

• Proactively manage the inventory of hardware spares and essential IT consumables (e.g., printer toner, paper, replacement cables, and adapters) to guarantee the uninterrupted operation of all workplace IT equipment.

• Maintain meticulous and continuous documentation for all IT assets. This includes creating and filing detailed records for equipment procurement, routine maintenance logs, and formal handover/return protocols to staff.

• Coordinate with local vendors to process purchasing requests, manage warranties, and oversee IT equipment logistics.

Systems, Device and Update Administration

• Administer and support the company’s cloud-centric Microsoft environment, focusing on fundamental administration of Windows OS, Microsoft 365, and Entra ID (Azure AD).

• Manage and execute routine software, operating system, firmware, and device driver updates in a safe and reliable manner. Ensure all patch management activities strictly adhere to vendor recommendations and established company policies to maintain system stability and mitigate vulnerabilities.

• Utilize Mobile Device Management (MDM) platforms, specifically Microsoft Intune, to configure, deploy, and manage corporate devices, ensuring compliance with organizational security policies.

• Continuously monitor the broader technology landscape, including vendor-issued security advisories, maintenance guidance, and emerging industry best practices. Go beyond routine SOP execution by proactively evaluating external developments and implementing necessary preventive actions to ensure the secure, efficient, and uninterrupted operation of all organizational information and digital systems.

Process Compliance, Security & Disaster Recovery

• Strictly observe, enforce, and maintain all IT protocols and Standard Operating Procedures (SOPs).

• Execute assigned roles within the company’s multi-layered Disaster Recovery strategy, ensuring backup systems are monitored and basic recovery SOPs are followed precisely.

• Educate and continuously train end-users on required cybersecurity hygiene, comprehensive corporate IT policies (including data handling and the acceptable use of software and computer tools), general digital best practices, and the necessary protocols to follow during system downtimes.

Field Operations Support

• Travel periodically to active mining sites within Ethiopia (deployments may range from a few days to a few weeks) to provide required on-site technical support, infrastructure maintenance, and system deployments.
About You
Experience Required

3 to 5 years of demonstrated recent professional experience in IT Support, Desktop Support, or IT Operations.
Strong foundational understanding of IT operating systems, software deployment methodologies, and basic networking principles (LAN, Wi-Fi, routing).
Proven ability to configure and troubleshoot varied workplace hardware, A/V equipment, and peripherals based on core technical principles rather than rote memorization.
Hands-on administrative experience within the Microsoft ecosystem (Windows OS, Microsoft 365, Entra ID, and Intune/MDM).
High proficiency in technical writing and record-keeping, with a demonstrated ability to create user manuals and maintain rigorous asset management documentation.
Minimum Required Qualifications

• Bachelor’s or higher degree in Computer Science, Information Technology, Information Systems, or a related technical field.

• Certifications

Foundational IT certifications (e.g., CompTIA A+, CompTIA Network+).
Microsoft certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate, or Microsoft 365 Fundamentals).
IT Service Management certifications (e.g., ITIL v4 Foundation) are highly advantageous due to the role’s focus on process and service desk establishment.
Language Requirements

Excellent written and verbal communication with language proficiency in English and Amharic at the Common European Framework of Reference (CEFR) category C2: Mastery standard and verbal communication in Afaan Oromo at the Common European Framework of Reference (CEFR) category B2: Vantage standard.

Competencies and Skills Required

Problem Ownership and Analytical Thinking: Commitment to end-to-end ownership of user issues by independently troubleshooting and identifying root causes, resolving them autonomously while accurately identifying complex systemic issues that require escalation.
Interpersonal and Instructional Skills: Excellent communication abilities with the ability to articulate technical concepts clearly, patiently, and respectfully to non-technical personnel.
Adaptability and Organization: Highly organized with the capacity to manage multiple priorities in a fast-paced environment where formalized processes are actively being developed.
Quality: High attention to detail with focus on accuracy.
Personal Attributes

Demonstrated aptitude and readiness to continuously learn, adapt to, and master new technologies, software applications, and equipment as the technology landscape evolves.
Strong commitment to process adherence, with the ability to reliably execute and promote organizational SOPs.
Willingness and ability to travel occasionally to remote field locations.
Ability to manage stress and maintain performance under pressure.
High level of integrity, discretion, and professional ethics.
Requirement Skill

Attention to detail

Analytical and problem-solving skills
How To Apply
Interested applicants with the appropriate qualifications and experience should submit their most recent and detailed CV only, via email to apply@lonadd.com, by putting Application for Digital Systems Support Specialist in the subject box.

Only Shortlisted Candidates will be contacted

Application Deadline: March 15, 2026