Overview
We are seeking a skilled and proactive Senior 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 Monitoring
- 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 operations
Routine Inspections & Preventive Maintenance
- 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 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
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 to 40 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
Preferred Requirements
- Experience supporting sorting machines, conveyor systems, or automated fulfillment equipment
- 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
- Bilingual (English + Mandarin or Spanish) - preferred
Work Location: In person at Rancho Cucamonga, San Bernardino County, California
Pay: $35.00 - $41.00 per hour
Benefits:
Application Question(s):
- When would be a good time for a quick call to chat more about the role? FYI, I'm based in Beijing HQ – happy to adjust to your time zone.
- Do you have hands-on IT experience in a warehouse, distribution, or manufacturing environment? If yes, please specify the types of equipment you supported (e.g., scanners, printers, PDAs) and your key responsibilities.
- Could you kindly share your expected hourly rate? To help you evaluate the opportunity, I'd like to let you know that this position does not include benefits such as health insurance or paid vacation. We only offer 5 days of paid sick leave per year.
As we have a budget range for this role, it would be helpful to know your expected hourly rate so we can determine whether it aligns with our budget before moving forward.
Work Location: In person
