Information Technology Support Specialist (L1 Global Customs)

About the role

We are looking for an Information Technology Support Specialist to provide Level 1 helpdesk and operational support for our Customs Declaration Services. The role involves handling incidents, monitoring system alerts, and coordinating with airlines and customs authorities to ensure smooth processing of flight and shipment filings.

Key responsibilities

• Receive, log, and acknowledge incidents and service requests within defined SLA.
• Perform initial triage, classify incidents, and provide first‑level troubleshooting.
• Escalate complex issues to Level 2/IT teams and monitor progress until resolution.
• Monitor alerts related to customs filings, flight submissions, and system health; notify stakeholders of potential issues.
• Execute operational tasks such as data file processing, flight registry updates, and schedule maintenance.
• Coordinate with airlines, customs authorities, and third‑party partners for operational matters.
• Maintain accurate ticket records, update status, and ensure proper handover between shifts.

Required profile

• Experience in Level 1 helpdesk or IT support environments.
• Ability to follow operational procedures, guidelines, and SLA requirements.
• Strong communication skills for interaction with users, airlines, and customs officials.
• Attention to detail in ticket documentation and escalation processes.

Required skills