Level 1 Customer Support Engineer
Location
United States
Posted
6 days ago
Salary
Not specified
Job Description
Role Description
The Level 1 Customer Support Engineer provides first-line technical support for distribution center and warehouse operations. This role supports warehouse management systems (WMS), warehouse control systems (WCS), and supporting infrastructure. The position requires strong customer service skills and the ability to triage operational issues quickly in a mission-critical environment.
- Serve as first point of contact for IT incidents and service requests impacting warehouse operations
- Support users via ticketing system, phone, and operational escalation channels
- Perform initial troubleshooting of WMS applications and related systems
- Support workstations and warehouse peripherals
- Document operational impact and troubleshooting steps in incident tickets
- Escalate unresolved issues to Level 2 / Level 3 support teams following defined procedures
- Follow ITIL-based incident, request, and change management processes
- Calm and methodical under operational pressure
- Strong attention to detail and documentation
- Ability to prioritize incidents based on business impact
- Willingness to learn warehouse systems and operational workflows
- Team-oriented mindset with respect for escalation procedures
- Provide timely first-line support for distribution center operations
- Minimize downtime impacting picking, packing, and shipping activities
- Improve incident response times and SLA compliance
- Allow senior engineers and application teams to focus on complex system issues
- Improve overall warehouse productivity and user satisfaction
- Must be able to work shifts
- Travel up to 5% globally
Qualifications
- High school diploma or equivalent (Degree in IT preferred)
- 4 - 6 years of experience in IT support or service desk roles
- Basic knowledge of Windows workstations and mobile devices
- Familiarity with ticketing systems such as Zendesk, ServiceNow or Jira
- Basic understanding of networking concepts
- Strong communication and customer service skills
Requirements
- Location: Tampa, Florida (Remote)
- Department: External OS Support
- Employment Type: Full-Time
- Minimum Experience: Mid-level
- Compensation: $60K - $70K Annually
Job Requirements
- High school diploma or equivalent (Degree in IT preferred)
- 4 - 6 years of experience in IT support or service desk roles
- Basic knowledge of Windows workstations and mobile devices
- Familiarity with ticketing systems such as Zendesk, ServiceNow or Jira
- Basic understanding of networking concepts
- Strong communication and customer service skills
- Location: Tampa, Florida (Remote)
- Department: External OS Support
- Employment Type: Full-Time
- Minimum Experience: Mid-level
- Compensation: $60K - $70K Annually
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