About the job

IS SYSTEMS SUPPORT-UPCOUNTRY

Alliance One Tobacco Tanzania Ltd is a subsidiary of a trusted provider of responsibly sourced, independently verified, sustainable and traceable agricultural products and ingredients, operating in Tanzania servicing the needs of its shareholders and their customers. A career opportunity has arisen in our organisation for the position of IS Systems Support based in Tabora, Tanzania

Job Purpose:

To provide comprehensive IS support, with a primary focus on the administration, maintenance, optimization, and continuous improvement of business information systems, databases (SQL Server), and mobile applications. The role involves supporting system and continuous enhancements to meet evolving business needs, improve operational efficiency, and streamline business processes. Additionally, the position provides general IS support across IT infrastructure, computer hardware and software, user administration, troubleshooting, and technical support, ensuring reliable, secure, and efficient IS services across the organization.

Key responsibilities include: -

• Provide first-line systems and helpdesk support to business users; log, prioritise, resolve and escalate incidents and service requests through the service desk.
• Administer and support key business applications, particularly GMS and IFAS, ensuring availability, correct operation and timely resolution of user issues.
• Manage system user accounts, roles and permissions, including access reviews, password resets, account deactivation and segregation-of-duties controls.
• Support GMS mobile devices, enrolment, user assignments, visits and surveys; monitor and coordinate application and device updates.
• Test software, database and configuration changes in non-production environments before coordinating controlled deployment to production.
• Work closely with business users and support teams to analyse requirements, track change requests and improve system workflows.
• Prepare and maintain system documentation, standard operating procedures (SOPs), user guides and support records; train users on approved processes.
• Monitor routine system operations and planned maintenance activities, ensuring timely execution, incident follow-up and accurate service desk records.
• Provide basic support for computers, printers, mobile devices, peripherals and local network connectivity across multiple sites, coordinate specialist repairs when required.
• Maintain accurate IS asset and device records, support approved software installations, and assist with system backup and recovery activities.
• Coordinate with internal technical teams and external service providers to resolve issues, implement enhancements and minimise business disruption.

Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
• At least 2–3 years of experience in IT service desk, application support or business systems administration.
• Practical experience supporting enterprise business applications; exposure MS SQL, agricultural operations systems is an advantage.
• Knowledge of user account administration, Active Directory, access permissions and basic information security controls.
• Experience in application testing, troubleshooting, system upgrades, change management and user training.
• Working knowledge of Windows computers, mobile device management, networking fundamentals and IT peripherals.
• Good understanding of service desk processes, incident tracking, documentation, SOPs and ITIL principles is desirable.

The Person should be:

A service-oriented and dependable team player with strong troubleshooting, analytical and communication skills; able to work independently, learn quickly, collaborate with business users and follow issues through to resolution with care and accountability.

• Provide first-line systems and helpdesk support to business users; log, prioritise, resolve and escalate incidents and service requests through the service desk.
• Administer and support key business applications, particularly GMS and IFAS, ensuring availability, correct operation and timely resolution of user issues.
• Manage system user accounts, roles and permissions, including access reviews, password resets, account deactivation and segregation-of-duties controls.
• Support GMS mobile devices, enrolment, user assignments, visits and surveys; monitor and coordinate application and device updates.
• Test software, database and configuration changes in non-production environments before coordinating controlled deployment to production.
• Work closely with business users and support teams to analyse requirements, track change requests and improve system workflows.
• Prepare and maintain system documentation, standard operating procedures (SOPs), user guides and support records; train users on approved processes.
• Monitor routine system operations and planned maintenance activities, ensuring timely execution, incident follow-up and accurate service desk records.
• Provide basic support for computers, printers, mobile devices, peripherals and local network connectivity across multiple sites, coordinate specialist repairs when required.
• Maintain accurate IS asset and device records, support approved software installations, and assist with system backup and recovery activities.
• Coordinate with internal technical teams and external service providers to resolve issues, implement enhancements and minimise business disruption.

• SQL Server
• GMS
• IFAS
• Active Directory
• Windows computers
• mobile device management
• networking fundamentals
• IT peripherals
• service desk processes
• incident tracking
• documentation
• SOPs
• ITIL principles

• Diploma or Degree in Information Technology, Computer Science, Information Systems or a related field.
• At least 2–3 years of experience in IT service desk, application support or business systems administration.
• Practical experience supporting enterprise business applications; exposure MS SQL, agricultural operations systems is an advantage.
• Knowledge of user account administration, Active Directory, access permissions and basic information security controls.
• Experience in application testing, troubleshooting, system upgrades, change management and user training.
• Working knowledge of Windows computers, mobile device management, networking fundamentals and IT peripherals.
• Good understanding of service desk processes, incident tracking, documentation, SOPs and ITIL principles is desirable.