IT Support Technician
Description
Summary:
The IT Support Technician is a critical role responsible for the smooth operation and maintenance of the AIMS application, a key system managing the order-to-invoicing workflow for our testing, inspection, and certification services. This role involves data management, user support, training, and collaboration with other IT and operational teams. The ideal candidate will possess a strong understanding of database management, excellent communication skills, and a passion for providing exceptional user support.
Responsibilities:
AIMS System Maintenance: Maintain the AIMS application, including regular system checks, performance monitoring, and troubleshooting any issues that arise. This includes working with the vendor (if applicable) for support and upgrades.
Data Management: Manage and maintain critical data within AIMS, which may include:
Vessel Data: Adding, updating, and ensuring the accuracy of vessel information.
Product Data: Maintaining the product catalog, including specifications, pricing, and related details.
Grades Data: Maintaining the product catalog, including specifications, pricing, and related details.
User Management: Creating, modifying, and deactivating user accounts, managing permissions, and ensuring data security.
Company Data: Creating, modifying, and deactivating client and corporate companies and legal entities including people associated with each.
Client Data: Managing client information, including contact details, service agreements, and other relevant data.
Methods of Transport: Maintaining the methods or transport catalog and related details.
Locations: Managing port and terminal information, including contact details and other relevant data.
Geo Regions: Managing geographical regions for reporting purposes.
User Support: Provide first-level support to end-users experiencing issues with AIMS, including troubleshooting problems, answering questions, and escalating complex issues to the appropriate teams.
Training: Develop and deliver training programs for end-users on how to effectively use AIMS. This may include creating training materials, conducting webinars, and providing one-on-one training.
Documentation: Maintain up-to-date documentation for AIMS, including user manuals, troubleshooting guides, and system documentation.
Collaboration: Work closely with other IT teams, operations teams, and the AIMS vendor (if applicable) to ensure the system's smooth operation and integration with other systems.
System Enhancements: Contribute to the identification and implementation of system enhancements and upgrades to improve efficiency and functionality.
Reporting: Generate reports on system usage, data integrity, and other key metrics as required.
Compliance: Adhere to all relevant data security and privacy regulations and company policies.
Qualifications:
Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent experience may be considered.
Experience: Minimum of 2-3 years of experience as a System Administrator, preferably with experience in a similar industry (testing, inspection, certification, or related).
Technical Skills:
Strong understanding of database management principles and practices.
Familiarity with the AIMS application (or similar order-to-invoicing systems) is a significant advantage.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Experience with user support and training methodologies.
Soft Skills:
Excellent communication and interpersonal skills.
Strong problem-solving and analytical skills.
Ability to work independently and as part of a team.
Detail-oriented and organized.
Ability to prioritize and manage multiple tasks.
Strong customer service orientation.
Preferred Qualifications:
Experience with report generation tools.
Significant understanding of the TIC industry (Testing, Inspection and Certification).
Experience with data migration and integration.