IT Support Specialist- JTI

Company OverviewJTI is a leading international tobacco company operating in more than 130 countries. In Ethiopia, JTI is the majority shareholder of the National Tobacco Enterprise (NTE), with operations including a manufacturing facility in Addis Ababa.In Ethiopia, JTI is represented through the National Tobacco Enterprise (NTE), of which JTI is the majority shareholder. NTE was established in 1942 and manufactures, distributes, and sells Nyala, one of the country’s leading domestic tobacco brands.Job DescriptionThe IT Support Specialist is responsible for the prompt delivery of IT services supporting business operations and the timely resolution of reported incidents. The role works closely with internal and external IT teams and proactively monitors compliance with established IT standards, policies, procedures, and risk controls.The position also supports disaster recovery planning and execution, IT asset management, IT procurement activities, and the maintenance of reliable IT systems and services.Key Responsibilities

• Serve as a primary point of contact for end-users regarding IT service requests and support.
• Build strong relationships with business users and understand their IT requirements.
• Coordinate the timely delivery of IT services and resolution of reported incidents.
• Analyze and prioritize IT incidents and coordinate with relevant IT specialists for resolution.
• Monitor IT system performance and conduct required maintenance activities.
• Apply system updates and fixes while minimizing disruption to business operations.
• Provide end-user training on IT solutions and services.
• Maintain and document technical systems, including Microsoft Office 365, Windows OS, telephony, and videoconferencing systems.
• Support IT change management and transition of implemented solutions into operational support.
• Support the development and maintenance of IT disaster recovery plans and participate in disaster recovery drills.
• Ensure compliance with IT policies, procedures, standards, business continuity requirements, and J-SOX controls.
• Maintain accurate IT solution and system documentation.
• Coordinate with internal and external IT service providers and support supplier management.
• Support IT procurement, billing, and related PR/PO/invoicing activities.
• Manage IT assets, including inventory, software license renewals, and hardware replacement/procurement.