Information Technology Support Specialist

Scope of Work – L1 Global Customs Support Resource

You will perform Level 1 Helpdesk and Operational Support functions for the company's Customs Declaration Services. You will function as Level 1 support personnel and will perform duties in accordance with the company's operational procedures, guidelines, SLA, and instructions. The company will retain overall responsibility for service management, processes, and technical support.

The scope of work to be performed includes, but is not limited to, the following:

a. Incident and Service Request Handling

- Receive and log incidents and service requests from users.

- Acknowledge incidents and service requests within the defined SLA.

- Perform initial triage and classify incidents based on severity and impact.

- Provide first-level troubleshooting where applicable.

- Escalate incidents to the company's Level 2 / IT teams where technical investigation or fixes are

required.

- Monitor and follow up on escalated incidents until resolution.

- Update users on incident status and progress.

b. Monitoring and Alerts

- Monitor alerts related to customs filings, flight submissions, and system alerts.

- Monitor the filing status of flights and shipments via the company's dashboards.

- Identify potential issues and notify airlines and stakeholders.

- Escalate system-related issues to the company's Level 2 support teams.

c. Operational and Data Support

- Perform operational support tasks such as data file processing, flight registry updates, and

flight schedule updates.

- Assist users with enquiries related to the company's customs application.

d. Coordination and Communication

- Coordinate with airlines, customs authorities, and third-party stakeholders for operational

matters.

- Coordinate with the company's Level 2 / IT teams for incident escalation.

- Provide regular updates to users and stakeholders on incident status.

- Maintain proper handover between shifts.

e. Ticket Management

- Ensure all tickets are properly logged and updated.

- Track all open tickets and follow up until closure.

- Ensure proper documentation of incident details, actions taken, and escalation details.