IT Support Specialist – Warehouse Operation

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

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• 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; elevate 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 operations

• 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

• 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 chargeback
• 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

• 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
• 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…