IT Support Systems EngineerCanton, MSShift
Hours may change to accomidate customerSummary:The IT System Support Engineer will provide end-user support for warehouse operations systems at a large 24x7 facility. This position is accountable for triaging end-user issues related to WMS software and managing IT assets, including network, PCs, Audio/Visual, mobile devices, and printers.Key Tasks:
- Provide first-level support for WMS software and client devices (PCs, Tablets, VMU, Handheld Scanners, and Mobile Devices).
- Experience in hardware provisioning, installation, configuration, maintenance, and troubleshooting.
- Respond to requests for technical assistance in person or via Teams, phone, ticketing system, or email request.
- Research requests using available information resources, knowledge base articles, training documentation, vendor support portals, and forums.
- Update existing documentation and create new support documentation for end users and technical staff.
- Follow standard IT procedures and best practices in arriving at issue resolution.
- Install, configure, and troubleshoot all approved software as per company IT guidelines.
- Escalation of specific issues to appropriate teams.
- Identify and escalate situations requiring urgent attention to managers, Operations contacts, and other appropriate resources.
- Track and route problems and requests to completion, providing timely updates when applicable.
- Stay current with system information, changes, updates, software versions, and escalation routing practices.
- Participate in projects and daily operations as needed (or assigned by the manager).
- Provide orientation to new users of existing technology.
- Maintain current and accurate technology hardware, software, and resources inventory.
- Install, configure, and maintain network/server infrastructure and client devices.
- Work with various project teams for implementation and support of IT systems.
- Perform changes to the infrastructure under the direction of server and network administration teams.
Primary systems of support are not limited to the following:
- Microsoft Windows 10/11, Server 2012
- Internet Explorer / Chrome
- Active Directory Services
- Microsoft Office 365
- Android mobile devices
- Cisco and Global Protect VPN
- Box cloud content management
- LAN, WAN, and basic networking protocols
- LogMeIn remote access
- Microsoft Teams
- Sentinel One / Malwarebytes
- Warehouse management systems (Tecsys) a plus
- Monitors Anywhere Video wall
- MobileIron, Intune, Cognos reporting software
Other Duties and Responsibilities:
- Shipping, receiving, and inventory control of loaner equipment.
- Contributions to the continuous improvement of processes.
- Miscellaneous daily and nightly projects such as warehouse scanner and printer configuration, Document updating, and troubleshooting equipment.
- Works under the direction of management.
- Resolve and/or escalate issues in a timely fashion. Notifying management in a timely manner.
- Provide checklists and issue documentation of high-level outages to appropriate parties.
- Deliver professional, clear, and practical instructions to audiences at different levels within the organization and guide the completion of tasks to ensure all steps are followed.
- Quickly change direction when working on multiple projects or issues.
- Ability to work on different shifts, during warehouse off schedules, and Shift fills as needed.
Essential Skills:
- Principles and processes for providing customer service, including service quality standards and evaluation of end-user satisfaction.
- Excellent multi-tasking skills.
- Prioritizes and performs various concurrent tasks with minimal direction or supervision.
- Ability to lift 75 lbs.
- Ability to walk the warehouse as needed to address problems.
- Adaptability to learn new equipment and technology to serve user needs.
- Team player with the ability to work independently in a distributed work environment with flexibility to handle on-call responsibilities.
Working Relationships & Environment:
- Executive management
- Business users
- Warehouse operations
- Local IT teams
- CORP IT teams
Education:
- High school diploma/GED or A+ certification
- Four or more years of experience in related areas or equivalent education
- Working knowledge of IT infrastructure policies and procedures.
- Working knowledge of standard computer hardware, software, and communication devices.
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Physical Requirements:While performing the duties of this job, the employee is required to talk and hear, stand and walk for short periods, and to bend, stoop, and kneel frequently. The employee is often required to walk, reach with hands, and lift with arms, shoulders, and legs. The employee must sit for prolonged periods, climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift up to 15 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 35+ pounds.Work Environment:Work time is spent in an office and warehouse environment around moving powered industrial equipment or constant traffic of inbound and outbound fleet vehicles, where temperatures are hot or cold (seasonally), and frequently may be subjected to loud noises.#LI-MW2