Level 1 Support Specialist - Warehouse Systems and Operations

Job Description

Job Description

Description : Summary :

We are seeking a detail-oriented and customer-focused Level 1 Support Specialist to provide first-line support for our Warehouse Management Systems (WMS) and associated hardware / software used in daily warehouse operations. This role is essential to ensure the smooth functioning of warehouse systems by resolving issues quickly, escalating appropriately, and maintaining high system availability.

Key Responsibilities :

• Serve as the first point of contact for warehouse staff requiring technical support related to WMS and associated systems.
• Monitor ticketing system and respond to support requests via phone, email, or in-person in a timely and professional manner.
• Troubleshoot and resolve basic hardware, software, and connectivity issues including barcode scanners, printers, handheld devices, and workstations.
• Perform initial triage of system incidents and escalate complex issues to Level 2 / 3 support or vendor support as needed.
• Document problems and solutions in the helpdesk ticketing system to build knowledge base articles.
• Monitor system alerts and performance indicators to detect and resolve issues proactively.
• Support warehouse operations during peak hours, including early mornings, nights, and weekends as needed (on a rotation basis).
• Assist with system testing, updates, and user training under the direction of the Operations and Systems team.

Requirements :

Required Qualifications :

Preferred Qualifications :

Working Conditions :