Systems / Applications & Helpdesk Technician 15 views

Location/Duty Station: Benishangul Gumuz, Asosa Zone, Kurmuk Woreda Project Site
Roster: Fly-In/Fly-Out (6 Weeks On / 2 Weeks Off)
Company: Kurmuk Gold Mine PLC (KGM), a subsidiary of Allied Gold Corp
Employment Type: Full-Time | Site-Based

The Role

The Systems / Applications & Helpdesk Technician is responsible for providing first-line and second-line technical support for the company’s information technology systems, business applications, end-user devices, and related infrastructure across the mining operation, processing plant, camp facilities, and Addis office. The role ensures the reliable operation of business-critical systems and applications while delivering timely and professional support to users. The incumbent supports hardware, software, network connectivity, business applications, user administration, and operational technology systems to minimize downtime and maintain productivity across the operation.

Key Responsibilities

1. End-User Support and Helpdesk Services

• Provide first-line and second-line technical support to users across the mine site, plant, workshops, camp facilities, and office locations.
• Diagnose and resolve hardware, software, printer, mobile device, and connectivity issues in a timely and professional manner.
• Log, track, update, and close incidents and service requests accurately through the helpdesk system.
• Escalate unresolved or complex technical issues to senior IT personnel or relevant specialists where required.
• Ensure service requests and incidents are resolved within agreed service levels and support standards.
• Maintain a customer-focused approach to service delivery and user support.

2. Systems Administration Support

• Assist with the administration and maintenance of servers, user accounts, Active Directory, Microsoft 365, and related IT systems.
• Create, modify, and disable user accounts, access permissions, and security groups in accordance with approved procedures.
• Support system upgrades, patch management, routine maintenance, and system health checks.
• Monitor system performance and report abnormalities, risks, or service issues to senior IT personnel.
• Assist with backup verification, data recovery support, and routine system maintenance tasks.

3. Business Applications Support

• Provide support for business applications used across the mining operation, including ERP, HR, finance, maintenance, production, geology, fleet management, and document management systems.
• Assist users with application functionality, access issues, troubleshooting, and general problem resolution.
• Support software installation, upgrades, configuration changes, and user setup activities.
• Maintain application user access and security permissions in accordance with company procedures.
• Assist with end-user training and guidance on business systems and applications.

4. Hardware, Asset, and Device Management

• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, and peripheral equipment.
• Support deployment, replacement, relocation, and retirement of end-user IT equipment.
• Maintain accurate IT asset registers, inventory records, and device tracking information.
• Coordinate hardware repairs, warranty claims, equipment replacements, and disposals as required.
• Ensure all IT assets are appropriately tagged, recorded, and controlled.

5. Network and Connectivity Support

• Assist with troubleshooting network connectivity issues affecting end users, offices, and operational areas.
• Support wireless networks, internet services, communication systems, and end-user connectivity requirements.
• Perform routine checks on network equipment, user access, and connectivity performance.
• Escalate network or infrastructure-related issues to the Network Administrator or relevant technical specialists when required.

6. Cyber Security, Compliance, and IT Governance

• Comply with company IT security policies, standards, and procedures.
• Assist with endpoint security monitoring, anti-virus management, software compliance, and patching activities.
• Support user awareness initiatives related to cyber security and safe computing practices.
• Identify, report, and escalate security incidents, vulnerabilities, and policy non-compliance.
• Ensure the confidentiality, integrity, and security of company information, systems, and user accounts.
• Support IT audits, compliance checks, and documentation requirements as needed.

7. Site Operational and Technical Support

• Provide on-site IT support to Mining, Processing, Maintenance, Exploration, HSE, Finance, HR, Supply Chain, and other departments.
• Support technology systems used within operational and office environments.
• Assist with shutdown support, maintenance activities, equipment rollouts, and project implementations.
• Participate in after-hours support and standby arrangements as required to support business continuity.
• Prepare and submit daily, weekly, and monthly support reports as required.

8. Safety, Teamwork, and Continuous Improvement

• Comply with all company health, safety, environmental, and site security requirements.
• Participate in safety meetings, risk assessments, incident investigations, and workplace inspections where required.
• Ensure IT work is performed safely and does not compromise operational safety or site productivity.
• Maintain good housekeeping standards in IT work areas and equipment storage locations.
• Work collaboratively with other IT personnel, operational departments, contractors, and service providers.
• Contribute to continuous improvement initiatives that enhance service delivery, user support, system reliability, and operational efficiency.

Qualifications

Education

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, ITIL Foundation, or equivalent are advantageous.

Experience

• Minimum 2–5 years of experience in IT support, systems administration, or helpdesk services.
• Experience supporting business applications and end-user computing environments.
• Experience in mining, industrial, construction, or remote operational environments is advantageous.
• Experience using service desk and ticket management systems is desirable.

Knowledge

• Microsoft Windows operating systems and Microsoft 365 applications.
• Active Directory and user administration processes.
• IT helpdesk and service management principles.
• End-user hardware installation, support, and troubleshooting.
• Basic network fundamentals and connectivity support.
• Business application support and user access management.
• Cyber security fundamentals and safe computing practices.
• IT support requirements in operational or remote site environments.

Skills

• Strong technical troubleshooting and problem-solving skills.
• Good customer service and end-user support capability.
• Effective communication and interpersonal skills.
• Good time management, planning, and prioritization skills.
• Strong documentation, record-keeping, and reporting skills.
• Analytical thinking and attention to detail.
• Ability to work independently and as part of a team.
• Ability to adapt to changing operational priorities and support requirements.

Other Requirement

• Strong customer focus and commitment to service excellence.
• Technical aptitude and willingness to continuously learn and improve.
• High level of accountability, integrity, and professionalism.
• Strong problem-solving mindset and attention to detail.
• Team-oriented, collaborative, and supportive approach to work.
• Adaptable and able to perform effectively in a dynamic mining environment.