IT Support Specialist – Warehouse Operation

Zonberation Group; New Jersey; On-site; USD 60,000 - 90,000; Full time

Job summary

Zonberation Group seeks an IT Support Specialist – Warehouse Operations to deliver on-site IT coverage for high-volume e-commerce warehouse operations in the United States. The role focuses on network testing, device configuration, and timely incident resolution to support operations and collaboration tools.

The ideal candidate has 2+ years in IT support within a warehouse or logistics setting, hands-on experience with PDA devices, barcode scanners, and ruggedized equipment, and familiarity with

Qualifications

• 2+ years of IT support experience, preferably in a warehouse/logistics/operations environment.
• Hands-on experience with warehouse IT hardware: barcode scanners, label printers, PDAs, ruggedized devices.
• Familiarity with WMS platforms and Windows OS troubleshooting.

Responsibilities

• Provide on-site IT support across US warehouse sites.
• Perform network testing, fault isolation, and troubleshooting for wired/wireless connectivity.
• Monitor server room and IT infrastructure; perform preventive maintenance and asset management.
• Handle incidents via ticketing system and ensure timely resolutions with proper documentation.
• Configure and upgrade PDA devices, manage device provisioning and network onboarding.
• Troubleshoot and resolve issues with end-user devices and collaboration platforms.

Skills

IT support

Warehouse IT hardware

Network troubleshooting

VPN/remote access

Ticketing systems

Tools

ServiceNow

Jira

Job description

We are seeking a skilled and proactive 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

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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; elevate 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

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
• 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
• 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

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 to40 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
• 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)