Experienced IT Support Engineer I – Operations Technology Solutions Specialist for Global E-Commerce Leader

Introduction to Workwarp and Our Mission

Imagine being part of a dynamic team that powers the backbone of global e-commerce, ensuring that millions of customers receive their packages on time. At Workwarp, we are dedicated to providing exceptional service, speed, and accuracy in our operations. Our Operations Technology Solutions (OTS) team plays a vital role in supporting our global IT infrastructure, and we are seeking a highly skilled and motivated IT Support Engineer I to join our ranks. As a key member of our team, you will have the opportunity to work on cutting-edge technology, collaborate with talented professionals, and contribute to the success of our organization.

About the Role of IT Support Engineer I

As an IT Support Engineer I, you will be responsible for providing high-quality technical support for computer hardware, operating systems, and enterprise application software across multiple sites. Your expertise will be crucial in ensuring that our infrastructure, networking, and computing systems remain available during production hours. You will be working in a fast-paced environment, troubleshooting and solving complex problems, and collaborating with cross-functional teams to deliver exceptional results. If you are a self-motivated individual with a passion for technology and customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Provide Level 1 technical support for fulfillment center operations, covering a range of technical disciplines across multiple sites
• Allocate and maintain IT equipment, managing multiple customer requests simultaneously
• Troubleshoot and repair IT equipment, including PCs, wireless handheld devices, thin clients, printers, and other end-user devices
• Manage Return Merchandise Authorization (RMA) and repair processes for devices under warranty
• Participate in regular internal training and proactively study new and improved technologies to enhance customer support and optimize service
• Collaborate with cross-functional teams to identify and resolve technical issues, improving overall system efficiency and reliability
• Develop and maintain technical documentation, ensuring that knowledge is shared across the team and with stakeholders

Essential Qualifications

• 1+ years of experience in supporting Windows, Mac, or Linux operating systems in a corporate setting
• Proven experience in troubleshooting integrated and interdependent computer systems
• Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals
• Understanding of networking concepts, including DNS, DHCP, Email, SSL, OSI Model, and TCP/IP protocols and applications
• High school diploma or equivalent
• Commitment to working a flexible schedule, including weekends, days, and nights
• Ability to lift 50 lbs /22kgs, as well as to stand and walk for 10-12 hours at a time

Preferred Qualifications

• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry-relevant certifications
• Experience in a dynamic environment with a high degree of customer service
• Experience explaining complex IT concepts to non-technical stakeholders
• Experience managing high-priority projects and collaborating with cross-functional teams

Skills and Competencies

To be successful in this role, you will need to possess a combination of technical, business, and interpersonal skills. These include:

• Technical expertise: Proficiency in operating systems, hardware, and software, as well as networking concepts and protocols
• Problem-solving skills: Ability to troubleshoot and resolve complex technical issues, think critically, and outside the box
• Communication skills: Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders
• Collaboration and teamwork: Ability to work collaboratively with cross-functional teams, share knowledge, and contribute to the success of the organization
• Adaptability and flexibility: Willingness to work in a fast-paced environment, adapt to changing priorities, and be flexible with scheduling and workload

Career Growth Opportunities and Learning Benefits

At Workwarp, we are committed to the growth and development of our employees. As an IT Support Engineer I, you will have access to:

• Regular training and development programs: Opportunities to enhance your technical skills, knowledge, and certifications
• Mentorship and coaching: Guidance from experienced professionals to help you achieve your career goals
• Cross-functional collaboration: Opportunities to work with different teams, share knowledge, and develop a broader understanding of the organization
• Career progression: Opportunities for advancement and career growth within the organization

Work Environment and Company Culture

At Workwarp, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of:

• Customer obsession: We are dedicated to delivering exceptional customer service and ensuring that our customers receive the best possible experience
• Ownership and accountability: We take ownership of our work, are accountable for our actions, and strive for excellence in everything we do
• Innovation and creativity: We encourage innovation, creativity, and outside-the-box thinking to drive growth and improvement
• Collaboration and teamwork: We believe in the power of collaboration and teamwork to achieve our goals and drive success

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including:

• Comprehensive health insurance: Medical, dental, and vision coverage for you and your family
• Retirement savings plan: Opportunities to save for your future with our 401(k) or similar plan
• Paid time off: Generous paid vacation, sick leave, and holidays to help you maintain a healthy work-life balance
• Professional development opportunities: Access to training, mentorship, and career growth opportunities to help you achieve your goals

Conclusion

If you are a motivated and talented IT professional looking for a challenging and rewarding role, we encourage you to apply for the IT Support Engineer I position. At Workwarp, we offer a dynamic and inclusive work environment, opportunities for career growth and development, and a competitive compensation package. Join our team and be part of a global e-commerce leader that is shaping the future of online shopping. Apply today and take the first step towards an exciting and rewarding career!