MAIN OBJECTIVES OF THE ROLE: Responsible for providing technical assistance, troubleshooting hardware and software issues, ensuring the smooth operation of IT systems, and handling general IT tasks such as system maintenance, user support, and technology implementation. KEY RESPONSIBILITIES: Provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of systems for end users — coaches and mentors less experienced team members. Performs routine maintenance, facilitates customization, and changes to, and ensures system disaster recovery for systems. Leads new employee technology setup, including computer setup and system accesses. Resolves issues not readily evident and performs authorized changes and upgrades to existing systems. Performs preventative maintenance on IT systems and networks, monitors system performance and accuracy. Maintains accurate records of support requests, resolutions, and system changes. Communicates with end users regarding any system outages, technical issues and provides resolution status. Creates and updates technical documentation, user manuals, and help guides. Prepares regular reports on IT system performance and support activities. Assists in the evaluation and implementation of new technologies and systems. Collaborates with other IT staff on projects and system upgrades. Ensures compliance with company policies and industry regulations regarding IT security and data protection. Analyzes business needs and translates requirements into technical specifications for system and software development. Develops and maintains web applications, such as intranets and corporate portals. QUALIFICATIONS: Proven experience in IT systems development and support. Strong knowledge of hardware installation, configuration, and troubleshooting. Experience managing intranet systems and providing technical support in corporate settings. Excellent problem-solving skills with the ability to troubleshoot IT issues in a timely manner. Strong communication skills and the ability to work across teams both locally and overseas. Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Excellent written and verbal communication skills COMPETENCIES REQUIRED: Highest levels of integrity and professional standards. Effectiveness in building trust, respect, and cooperation among the team. Excellent partnership and relationship skills to work across different organizational levels and cultures. Analytical skills, agility, and effectiveness in problem-solving. Flexible and adaptable, able to work through ambiguity. Collaborative "team player" orientation with a strong cultural awareness. Knowledge of industry-specific software or ERP systems. Familiarity with cybersecurity best practices. Knowledge of languages and technologies relevant to software and web application development. Ability to understand and translate business needs into technical solutions. Skill in designing scalable and secure solutions. Experience in integrating systems and performing tests to ensure application functionality and security. Experience in a freight forwarding or logistics environment is a plus. Project management experience is a plus.
