Information Technology Support Engineer

Job Summary

Reporting to the IT Manager, the IT Support Engineer is responsible for deploying, maintaining, and troubleshooting a wide variety of technical systems, ranging from enterprise network connectivity to critical warehouse equipment. Working under limited supervision, you will design, develop, troubleshoot, and optimize moderately complex system solutions. You will collaborate with internal and external teams to brainstorm, implement new technologies, and drive continuous improvement across our existing infrastructure and networks.

Note: Overtime, including weekend work, may occasionally be required to support operational needs.

Key Responsibilities & Expectations

• Network & Infrastructure Support: Install, configure, and troubleshoot network hardware, including switches, access points, routers, and firewalls. Perform physical network installations and diagnose copper/fiber-optic cabling issues.
• Multi-Platform Troubleshooting: Resolve diverse technical issues across hardware, software, telecommunications, video conferencing systems, and warehouse-specific equipment.
• Active Directory & Identity Management: Configure, maintain, and administer user accounts, permissions, and security groups within Active Directory.
• Asset & Endpoint Management: Manage the lifecycle of all local IT assets (PDA, desktops, laptops, and thermal/laser printers) within a dynamic warehouse environment.
• Warehouse Floor Integration: Build strong relationships with the Warehouse Operations team. Spend time on the warehouse floor to understand their daily workflows and proactively solve technical pain points.
• Helpdesk Ticket Resolution: Manage and prioritize incoming tickets via our IT Helpdesk CRM (Freshservice), ensuring both local and remote users receive rapid, high-quality support.
• System Diagnostics & Monitoring: Utilize network monitoring tools and run diagnostic programs to proactively identify issues and maintain system uptime.
• Continuous Improvement: Research new tools, technologies, and best practices to recommend data-driven upgrades for our network systems.
• Cross-Functional Collaboration: Partner with teams such as Warehouse Operations, Application Engineering, and business stakeholders to resolve high-priority incidents swiftly.

Knowledge, Skills, and Abilities

Technical & Equipment Knowledge

• Networking: Strong understanding of network architecture, TCP/IP, DNS, DHCP, and standard internet protocols.
• Platforms: Hands-on experience with networking platforms like Ubiquiti, Netgear, and Sophos.
• Directory Services: Direct experience with Active Directory setup, configuration, and user administration.
• Hardware Deployment: Proficient in configuring and deploying enterprise network hardware (routers, switches, APs) and endpoints (computers, mobile devices, warehouse printers).

Professional Skills

• Language: Bilingual fluency in English and Mandarin Chinese (verbal) is preferred.
• Autonomy: Proven ability to work independently with minimal supervision, demonstrating strong accountability and ownership of issues from start to finish.
• Adaptability: Flexibility to work rotational and/or on-call shifts to support 24/7 office and warehouse operations.
• Communication: Excellent interpersonal, verbal, and written communication skills with a customer-service mindset.
• Analytical Thinking: Strong problem-solving, decision-making, and analytical capabilities with high attention to detail.

Education & Experience Requirements

• Experience: 2–3 years of qualifying work experience in Information Technology, Network Engineering, or a closely related environment.
• Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field (or equivalent practical experience/formal training).

Nice-to-Haves / Preferred:

• Wireless site survey experience or industry certifications (e.g., ECSE - Ekahau Certified Survey Engineer). Experience working with production applications in cloud environments.

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• Prolonged periods of sitting and repetitive motions from computer/phone use.
• Occasional standing, walking, squatting, kneeling, twisting at the waist, and reaching.
• Ability to occasionally lift and/or carry up to 25 lbs.
• Ability to occasionally use a scissor lift to troubleshoot network equipment at elevated heights.
• Occasional domestic business trip by air or automobile.
• Primarily performed in an indoor office setting adjacent to a large warehouse facility (temperatures subject to normal environmental variations). Personal Protective Equipment (PPE) is provided.

Disclaimer: The duties and responsibilities outlined above are intended to describe the general nature of this position and do not represent an exhaustive list. Other duties may be added, removed, or modified as business needs evolve, with or without notice.