Level 1 Support Specialist – Warehouse Systems and Operations chez Delavan Holdings

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:

• High school diploma or GED required; associate degree or technical certification preferred.
• 1+ year of experience in IT support, technical helpdesk, or warehouse operations environment.
• Microsoft SQL experience with basic SQL Query and Update capabilities
• Previous experience and familiarity with warehouse hardware such as RF scanners, label printers, and warehouse terminals.
• Basic understanding of WMS platforms and warehouse processes (inbound, outbound, inventory, picking/packing).
• Strong problem-solving, communication, and customer service skills.
• Ability to work under pressure in a fast-paced environment.

Preferred Qualifications:

• Experience with specific WMS platforms (e.g., Manhattan, SAP EWM, HighJump, Oracle WMS, etc.).
• Knowledge of network connectivity troubleshooting (Wi-Fi issues in warehouse environments).
• IT certifications such as CompTIA A+, Network+, or Microsoft Fundamentals.

Working Conditions:

• Warehouse and office environments m
• May involve prolonged periods standing or walking.
• May be required to work flexible hours including nights, weekends, or holidays during peak operations.