IT Support Specialist – Warehouse Operation

Zonberation Group; New Jersey; On-site; USD 85,000 - 110,000; Full time

Job summary

Zonberation Group is seeking a Senior IT Support Specialist for our New Jersey warehouse operations to maintain and improve on-site IT coverage across US sites. You will resolve hardware, network, and software issues to keep workflows flowing in a high-volume environment.

Ideal candidates bring 2+ years warehousing IT support experience, hands-on knowledge of PDA devices, barcode scanners, and WMS systems, and the ability to work a standard day shift with occasional overtime.

Qualifications

• 2+ years IT support experience, preferably in a warehouse/logistics.
• Hands-on with warehouse IT hardware (Honeywell, Zebra, PDAs, rugged devices).
• Mandarin or Chinese language required to support our Chinese-speaking users and internal communication.
• Experience with network device onboarding and production network access workflows.
• Familiarity with WMS platforms and Windows OS troubleshooting.
• Basic network troubleshooting: TCP/IP, DHCP, DNS, Wi‑Fi, VLAN.

Responsibilities

• Perform multi-point network testing across the warehouse floor for signal strength, speed, and stability.
• Troubleshoot wired and wireless connectivity and escalate with structured fault descriptions.
• Monitor security camera NVR systems and maintain server room peripherals.
• Serve as the first point of contact for IT incidents via the ticketing system.
• Manage asset inventory and fulfill device requests; handle device provisioning and decommission workflows.
• Ensure data security and perform full disk wipes before shipping or transferring devices.
• Work a standard 40-hour week with overtime as needed for operations.
• Communicate clearly with warehouse staff and support teams; document actions in the ticketing system.
• Adhere to escalation matrix for Tier 2/3 issues and provide shift handover documentation.
• Must be able to commute to the warehouse site.

Skills

Network testing

Wi‑Fi troubleshooting

PDA/handhelds

Printer troubleshooting

Windows OS

VPN/Remote support

IT asset management

Ticketing systems

Data security

WMS familiarity

Tools

ServiceNow/Jira

PXE boot

MAC whitelisting

WMS platforms

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

Type: W2 full-time, stable, long-term position

Title: Senior IT Support Specialist

Location: Old Bridge, New Jersey

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; escalation 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 Maintena nce

• Conduct weekly and monthly site inspections of server rooms and IT infrastructure
• Perform hardware health checks on warehouse IT equipment and elevate findings proactively
• Maintain IT asset inventory: device requests, allocation, damage assessment, decommission, and retirement workflows Day-to-Day Warehouse IT Support

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 charge back
• 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
• Mandarin or Chinese language is required to better support our Chinese-speaking users and to ensure smooth internal team communication.
• 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 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