Global ALC Operations Support

About the Role

As a Remote End-User IT Operational Support professional, you will coordinate, maintain, and improve IT systems within an Advance Logistics Center (ALC) setting. Your role will focus on troubleshooting hardware and software issues, ensuring network stability, and providing technical support to ALC staff to ensure smooth and efficient operations, particularly around the Pick, Pack, and Ship function.

Responsibilities

• Provide remote technical support for hardware, software, UPS, and network systems within the ALCs globally, collaborating with global support teams and third-party providers.
• Manage ITSM tickets within agreed SLAs.
• Troubleshoot, coordinate, and resolve IT-related issues promptly to minimize downtime.
• Coordinate the maintenance and monitoring of network and server infrastructure and connectivity globally for ALCs.
• Assist in implementing new technologies and systems for process improvement.
• Ensure WMS and WCS applications are correctly configured, manage user accounts, and integrate new features to meet ALC team needs.
• Provide technical and user support for WMS applications and satellite software with assistance from other global support teams.
• Coordinate with vendors, internal teams, and service providers for technical support and system upgrades.
• Ensure adherence to security protocols and standards within the IT infrastructure.
• Manage IT consumables within the ALCs, including stock of IT equipment and consumables (e.g., ink cartridges, USB cables) through regular inventory checks, anticipating orders, requesting quotes, and placing/tracking internal orders.
• Collaborate with purchasing to place orders with external suppliers.
• Perform IT asset management, including preventative and corrective maintenance of IT equipment (e.g., RF guns, keyboards, printers, computers) to maintain appropriate stock levels.
• Document IT-related processes, solutions, and hardware/software configurations in a central repository.
• Work within a global team to provide around-the-clock support for ALC teams with seamless handover and coverage.
• Train warehouse staff on the use of IT systems and best practices.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience in IT support, preferably in a warehousing or advanced logistics environment.
• Strong troubleshooting and problem-solving skills.
• Familiarity with network infrastructure and maintenance.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

Skills

• Windows Server
• Linux
• Networking
• Troubleshooting
• Technical Support
• System Administration
• VPN Configuration
• Warehouse Management Systems (WMS)
• Strong Communication Skills