Job Description

Position Summary:
Oversees the seamless operation, maintenance, and troubleshooting of all IT infrastructure, including personal computers, local and wide area networks (LAN/WAN), and telecommunication systems ensuring optimal performance and swift resolution of technical issues.
Key Functions and Accountabilities:

• Provide dependable backup support for Area ITC workflows and daily operations
• Coordinate with suppliers, negotiate contracts, and manage purchases effectively
• Oversee and maintain the IT budget forecast to support strategic planning
• Act as a liaison between users, directors, and the regional business team
• Assist in setting up and supporting 3PA agent offices and office locations
• Support quality and environmental reporting efforts and conduct internal audits
• Contribute to Business Continuity, Green Team, and We Sustain initiatives through accurate and timely reporting
• Assist the Data Protection Officer in ensuring compliance and good data governance
• Offer first-line desktop support to team members with a helpful, problem-solving attitude
• Manage identity and access controls (IAM) to ensure secure system access
• Administer Salesforce and manage the case assignment process within the Case Management System
• Ensure smooth processing of digital documentation
• Manage IT assets and mobile devices to maintain operational efficiency
• Monitor hardware health and perform upgrades as needed to optimize performance
• Oversee weekly system backups to protect critical business data
• Proactively suggest and implement office and equipment improvements to foster smarter, more effective working environments

Collaborate with service providers and the admin team to ensure timely and effective general office repairs and maintenance

• Responsible to safe housing of office equipment and furniture/assets.
• Demonstrates a strong understanding of Ethernet networks (including token ring, LAN, and WAN), and effectively troubleshoots connectivity issues. Confident in identifying the right hardware and software needed for optimal performance.
• Configures PCs to align with company network standards and helps users navigate their desktop environments with clarity and patience.
• Efficiently installs and troubleshoots hardware components such as memory, modems, and hard drives in both PCs and servers.
• Provides support for a wide range of peripherals, including printers, scanners, digital cameras, zip drives, and mobile devices-ensuring they're properly installed and user-ready.
• Communicates clearly and thoughtfully, tailoring language and technical complexity to suit the audience. Uses active listening and open-ended questions to understand needs and offer meaningful responses.
• Reads and interprets technical documentation effectively and creates professional, easy-to-understand written materials. Offers thoughtful guidance and structured advice through writing.
• Stays focused and returns to core tasks quickly after interruptions. Prioritizes high-impact work and ensures time is used effectively on what matters most.
• Plans and organizes work efficiently-clearly defining tasks, roles, and timelines. Coordinates people and resources well, supports team efficiency, and monitors progress to keep projects on track.
• Makes well-reasoned decisions even in uncertain situations, applying sound judgment and adjusting as needed when new information arises. Communicates rationale clearly and confidently.
• Approaches complex issues with curiosity and structure-gathering relevant information from multiple sources and applying logic to find solutions.

Skills and Knowledge Required:

• A+ & N+, COMPTIAA+, CCNA certificate
• University Degree or Diploma in Information Technology
• 5 Years experience

Technical Competencies:

• Expertise in networking systems (LAN, WAN) and communication platforms (Jabber, Microsoft Teams, Zoom).
• Strong analytical abilities with a highly independent and proactive approach to problem-solving.
• Capable of conveying complex concepts in a clear and comprehensible manner.
• In-depth knowledge of user application systems and advanced proficiency in Microsoft programs.