We are seeking a skilled and proactive IT Support Specialist – Warehouse Operations to provide efficient, high-quality IT support services tailored to meet users' needs within our region, enhancing collaboration and productivity while supporting the company's global goals. We are expanding our service scope to support e-commerce warehouse operations - a high-volume fulfillment environment requiring dedicated on-site IT coverage across US warehouse sites
.
Key Responsibilities
Network Support & Site Monitori
ng
• Perform multi-point network testing across the warehouse floor: wired and wireless signal strength, speed, and stability
• Test mobile data connectivity across multiple carriers on PDAs at different warehouse zones as required by operations
• Troubleshoot wired and wireless network connectivity issues; escalate to Network Infrastructure department with structured fault descriptions including ping/trace output and scope definition
• Coordinate wired port additions, AP placements, and camera endpoint requests with business planning and infrastructure teams
• Monitor and maintain security camera NVR systems to ensure continuous functionality during operational hours
• Ensure server room peripheral systems remain operational and fully functional during business operatio
ns
Routine Inspections & Preventive Maintena
nce
• Conduct weekly and monthly site inspections of server rooms and IT infrastructure
• Perform hardware health checks on warehouse IT equipment and escalate findings proactively
• Maintain IT asset inventory: device requests, allocation, damage assessment, decommission, and retirement workflows Day-to-Day Warehouse IT Support
• Serve as the first point of contact for all IT incidents and service requests submitted via the ticketing system
• Troubleshoot and resolve issues with warehouse-specific hardware: PDA/handheld scanners, barcode readers (Honeywell, Zebra), label printers, ruggedized devices, and WMS terminals
• Support, configure, and perform firmware upgrades on PDA devices - including local upgrades and SD card-based methods
• Manage PDA network onboarding: collect MAC addresses, submit whitelist requests, and coordinate production network access
• Support sorting machine daily network faults and assist with installation and
configuration
• Troubleshoot and calibrate electronic weighing scales used in fulfillment operations
• Support industrial PCs (IPC): system wipe, OS reimaging, and PXE boot configuration
• Resolve printer faults, including paper tray selection errors, USB recognition failures, and driver installation （including remote installation without admin rights）
• Troubleshoot Windows issues, including BSOD recovery, AHCI mode configuration, KMS activation, and OS level problems
• Support end-user devices: desktops, laptops, monitors, and peripherals
• Diagnose and resolve video conferencing audio/video related issues
• Remote remediation and troubleshooting through VPN connectivity• Support collaboration platform issues: version management, reinstallation, and configuration cache clearing
• Assist in maintaining our server room infrastructure (Network, Power & UPS, HVAC)
Ticketing, Documentation & Asset Management
• Log all support requests and resolutions in the IT ticketing system - no informal support without a ticket• Track time and effort against all tickets and tasks to support business review reporting and charge
back
• Maintain and contribute to the warehouse IT knowledge base and FAQ documentation
• Process device requests through the asset management system: approvals, allocation, and delivery to end users• Handle damaged device workflows: assess repair value, coordinate returns, and initiate retirement/recycling
Data Security & Device Decommission
• Follow data security protocols strictly: ensure all user data is wiped before any device is shipped or transferred• Perform full disk wipes on Windows and macOS devices; remove and handle hard drives separately when a remote data wipe is not possible
• Manage remote access tool permissions
Shift Coverage & Escalation
• Work a standard 40-hour work week with flexibility to support overtime, after-hours activities, and operational
needs• Participate in all incident responses during shift hours per defined SLAs; escalation path for out-of-hours incidents to be defined separately
• Complete shift handover documentation to ensure full continuity across teams
• Escalate unresolved issues to the appropriate IT Business Line (Network, Hardware, Security, AV) or Tier 2/3 support per the escalation matrix
Minimum Requirements
• 2+ years of IT support experience, preferably in a warehouse, logistics, manufacturing, or operations environment• Hands-on experience with warehouse IT hardware: barcode scanners (Honeywell, Zebra), label printers, PDAs, and ruggedized mobile devices
• Experience with network device onboarding, MAC address whitelisting, and production network access workflows
• Familiarity with WMS (Warehouse Management System) platforms - ability to diagnose and resolve user-level issues
• Working knowledge of Windows OS troubleshooting: BSOD recovery, AHCI configuration, KMS activation, and driver installation
• Basic network troubleshooting: TCP/IP, DHCP, DNS, Wi-Fi, VLAN, ACL and the ability to capture and interpret ping/trace
output
• Experience with IT asset management: device requests, allocation, damage handling, and decommission workflows
• Experience with IT ticketing systems (ServiceNow, Jira, or equivalent)
• Understanding of data security requirements for device wipe and decommission - including disk removal procedures
• Physical ability to work on a warehouse floor: standing for extended periods, lifting equipment up to40 lbs
• Ability to work independently on shift with minimal supervision and make sound decisions under pressure
• Excellent communication skills - able to explain technical issues clearly to non-technical warehouse staff
• Reliable and able to commit to a consistent 8-hour daytime shift schedule, 5 days per week
• Must be comfortable commuting to the warehouse site
• Experience with electronic scale calibration and fault resolution in a warehouse or industrial setting• Hands-on experience with industrial PC (IPC) support: system wipe, OS reimaging, and PXE boot configuration
• Experience with RF (Radio Frequency) network testing tools and multi-point signal mapping in warehouse or large-footprint facilities
• PDA device management platforms (MDM/EMM)
• Industry certification: CompTIA A+, Network+, or equivalent
• Basic scripting skills (PowerShell, Python, or Bash) for automation of routine tasks
• Experience in a BPO or managed services model with SLA accountability
