IT Support Analyst

This role will be responsible for support and solution delivery, providing first-line system & process improvement for FM business and technical / infrastructure support to run systems and operations efficiently for stations in the emerging markets.

Main areas of focus and accountability of the role – detail in order of importance the main areas of accountability of the role:
1 Coordinates with relevant stake-holders, suppliers, SPS teams and global IT to ensure that any Freight Management outstanding process & system issues are addressed and resolved in a timely manner within CEVA SLA.
2 Provides L1 Run & Maintain support for IT Network Infrastructure, PC, Laptop, NAS, SD-WAN edge, Access Points and RF including FM and back office applications, by proposing solutions to serve operation needs / enhancement for stations.
3 Provides IT support to both external customers or internal operation teams for new FM implementations or operating system upgrade, Change Request(s) and training to team members.
4 Ensures IT infra system continuity per SLA by phone conferencing in English with L2 & L3 Global IT Help desk Team when high priority issue happen.
5 Produces effective FM, Global Helpdesk trainings for users and provides system/solution training to key users and end users.
6 Ensures that the system and infrastructure is aligned with CEVA IT standard / audit requirements.
7 Performs accurate inventory control and documentation of all computer hardware & software at the stations.
8 Provides support to produce UAT test cases to be used during system testing, conducts system testing and provides feedback on the results.
9 Supports procurement process for new hardware or network providers, directly contacts local ISP vendors and looks after local implementation upon Go-Live period.
10 Able to travel to other sites, APAC countries and performs other tasks as necessary or as assigned.

Internal
• Regular communications with cross-functional teams to ensure customer and CEVA are receiving excellent service. Consistent communication with IT teams to ensure delivery of projects, enhancements and service for customer implementations and support activities.

External
• Communication with hardware or software vendor/supplier to solve working problems

Essential:
• University or higher education degree in IT Management or Supply Chain Management, or comparable experience in the Logistics industry
• 3 years of Freight Management exposure and IT Infrastructure support experience (Air, Ocean)
• Vendor liaison and supplier management / negotiation
• Project coordination experience, preferably across multiple geographical locations
• PC Hardware and software support skill
• Good level of numeracy
• Good troubleshooting and analytical skills, ability to handle multiple problems
• Good analytical and problem solving skills
• Fluent in English
• Strong communication skills both written and verbal
• Ability to work well as part of a team and prioritize work
• Strong interpersonal and customer service skills

Desirable:
• Master’s Degree of Computer science or related discipline
• 0-5 years of relevant technical or business work experience
• 2+ years of implementation and delivery services, preferable for large complex projects and customers
• Good understanding of DHCP, DNS, NAT and IT networking equipments including firewall, router, switch and Access points.
• Working knowledge of Freight Forwarding & Warehouse Management Systems
• Ability to analyse goals into component tasks and establishes priorities systematically
• Computer networking skill
• Knowledge of function capabilities in order to assess risk and apply quality control
• Database and programming skill
• Presentation skills
• Good negotiation skills
• Good time management skills
• Strong communication skill in local language (depending on assignment location)

Jobholder may be required to travel between countries depending on current issues, project and overall workload.

IT Administrator (VN/KH)
- Extensive travel within Vietnam locations (Hanoi, HCMC) and Cambodia (Phnom Penh), jobholder needs to be mobile and willing to travel accordingly

IT Administrator (BD)
- Limited travel between Dhaka and Chittagong stations

- According to the company's policy

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