IT Support Specialist (Cargowise)

Location: 8th floor, Unit 807 & 808, Aseana One Building, Bradco Avenue Aseana City, Parananaque City [Remote, Onsite as needed]

Working Hours: Monday - Friday, 8:00 AM - 5:00 PM PST

Role Overview:

While the current demand is not heavy, your role will be crucial in maintaining operational continuity and preparing for future growth, including the potential implementation of Cargowise.

Key Responsibilities:

• System Administration & Maintenance:
• Perform routine maintenance and monitoring of our on-premise IT infrastructure, including:
• One (1) rack server (physical, on-site).
• Three (3) tower servers (physical, on-site).
• Ensure the optimal performance, availability, and security of all servers, network devices, and user workstations.
• Conduct regular backups and data integrity checks.
• Manage user accounts, permissions, and access rights across various systems.
• Document IT configurations, procedures, and troubleshooting steps.
• Network & Connectivity Management:
• Administer and maintain the company's network infrastructure, including switches, cabling, and Wi-Fi access points.
• Manage and troubleshoot the firewall, ensuring network security and optimal performance.
• Address and resolve firewall restrictions and connectivity issues, particularly those impacting external communications or specific applications.
• Manage and troubleshoot two (2) dedicated Internet Service Provider (ISP) connections to ensure high availability and optimal performance.
• Diagnose and resolve problems related to receiving data or external communications.
• End-User Support & Troubleshooting:
• Provide prompt and effective remote support to approximately 40 users for all IT-related issues, including hardware, software, network, and application problems.
• Troubleshoot and resolve common PC hardware and software issues (e.g., Windows OS, Microsoft Office suite, general business applications).
• Assist with email configuration, distribution list management, and email client troubleshooting.
• Guide users through technical processes and best practices.
• Software & Application Support:
• Support existing business-critical applications.
• Act as the primary IT point of contact for the potential future implementation of Cargowise (decision expected September, beginning of next year), including understanding its IT requirements and assisting with its deployment and ongoing support.
• Liaise with software vendors for advanced troubleshooting or feature requests when necessary.
• Security & Compliance:
• Monitor the firewall and network for security threats and vulnerabilities.
• Implement and enforce IT security policies and procedures.
• Ensure data protection and privacy measures are in place.
• Strategic Planning & Documentation:
• Contribute to the strategic planning for future IT needs, even without immediate cloud migration plans.
• Identify opportunities for IT infrastructure improvements and efficiencies.
• Develop and maintain comprehensive IT documentation, including network diagrams, server configurations, and support procedures.

Required Skills & Qualifications:

• Demonstrated experience with network security devices, particularly Fortinet (FortiGate) firewalls, including configuration, policy management, and troubleshooting.
• Strong understanding of Windows Server operating systems (e.g., Windows Server 2016/2019/2022) and Active Directory.
• Hands-on experience with physical servers (rack and tower configurations).
• Proficiency in network troubleshooting (TCP/IP, DNS, DHCP) and managing network devices (routers, switches).
• Familiarity with common business applications and productivity suites (e.g., Microsoft Office 365).
• Excellent remote troubleshooting skills and the ability to diagnose and resolve issues efficiently without on-site presence.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proactive, self-motivated, and capable of managing multiple priorities independently.
• A problem-solving mindset with attention to detail.
• Knowledge of the logistics or freight forwarding industry, or experience with industry-specific software (e.g., Cargowise), is a significant plus.

Desired Skills and Qualifications:

• Ability to work autonomously and take ownership of IT operations.
• Strong organizational skills and ability to manage a backlog of issues (even without a formal ticketing system initially).
• A continuous learner, staying updated with IT trends and technologies.
• A collaborative spirit, even as a sole IT resource, to work effectively with internal teams and external vendors.

Duration of Contract:

• 1 year with potential opportunities for extension based on performance and project requirements.