Senior IT Associate

Job Location: Addis Ababa, Ethiopia.

About The Role:

The Senior IT Associate will oversee and maintain Sun King’s IT infrastructure in Ethiopia, provide technical assistance to users, deliver IT training, and manage endpoint hardware and software. This role requires a broad technical skillset, clear communication, and the ability to manage work with limited supervision while working effectively across teams. The ideal candidate will have a strong background in call center technology, IT procurement, cybersecurity, computer networking, and various operating systems.

What you will be expected to do:

IT Infrastructure Management:

• Maintain and troubleshoot network systems, servers, and data storage solutions.
• Maintain network security and data integrity.
• Monitor system performance and implement improvements where needed.
• User Assistance:
• Provide technical assistance to staff across Ethiopia, addressing hardware and software issues.
• Resolve technical problems within required timelines and maintain service quality.
• Record service tickets and document solutions.

IT Training:

• Develop and deliver IT training programs for employees.
• Create training materials and user documentation.
• Provide ongoing guidance to users on IT systems and software.
• Endpoint Management:
• Manage and maintain endpoint devices, including laptops, desktops, and mobile devices.
• Install, configure, and update software applications.
• Carry out hardware repairs and upgrades where required.

Call Center Technology:

• Maintain call center technology, including VoIP systems and related software.
• Troubleshoot technical issues affecting call center operations.
• Monitor system performance and address technical issues affecting service delivery.
• IT Procurement:
• Assist with the procurement of IT hardware, software, and services.
• Manage vendor relationships and participate in contract negotiations.
• Maintain records relating to IT purchases, suppliers, and services.

Cybersecurity:

• Implement and maintain security measures that protect IT systems and data.
• Monitor security threats and take appropriate action when incidents occur.
• Maintain security practices across systems and endpoint devices.
• Operating Systems:
• Provide technical expertise across Windows, Linux, and macOS environments.
• Install, configure, maintain, and troubleshoot operating systems and related applications.

Cross-Functional Engagement:

• Work closely with other departments to ensure their IT requirements are addressed.
• Maintain clear communication with team members and relevant stakeholders.
• Coordinate with internal teams when resolving technical issues or implementing IT solutions.
• Emergency IT Assistance:
• Be available outside normal working hours when urgent IT issues require attention.
• Handle critical incidents and help restore affected systems and services.

You might be a strong candidate if you have:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Minimum of five years of experience in an IT role.
• Experience with call center technology, IT procurement, cybersecurity, computer networking, and various operating systems.
• Proficiency in Windows, Linux, and macOS.
• Excellent communication skills in both English and Malagasy, written and spoken.
• Ability to manage tasks with limited supervision and maintain consistent service delivery.
• Availability to work outside normal working hours when urgent IT issues arise.

What Sun King offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results.  We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.