Experienced IT Service Engineer – Warehouse and Distribution Center Technical Support Specialist

About Wayfair

Wayfair is a pioneering e-commerce company that has revolutionized the way people shop for home goods and furniture. With a vast online platform and a commitment to innovation, Wayfair has become a household name, providing a seamless shopping experience for millions of customers worldwide. As a leader in the online retail space, Wayfair is constantly pushing the boundaries of technology and customer service, making it an exciting and dynamic place to work.

About the Role

We are seeking an experienced IT Service Engineer to join our Warehouse and Distribution Center Technical Support team. As a key member of our team, you will be responsible for providing technical support and services to our warehouse operations, ensuring that our distribution centers run smoothly and efficiently. If you have a passion for technology, a strong work ethic, and a desire to make a real impact, we want to hear from you!

Key Responsibilities

• Build relationships with our Warehouse Operations team by spending time on the warehouse floor to understand their work processes and procedures, enabling you to provide more effective technical support.
• Investigate a wide range of technical issues, including Windows server, network availability, and warehouse hardware issues, to ensure that our distribution centers are running at optimal levels.
• Focus on tickets on ServiceNow to ensure that our local and remote end-users receive timely updates and resolutions.
• Collaborate across cross-functional design and business teams to resolve high-impact incidents, providing high-quality and accurate data to drive decision-making.
• Participate in continuous improvement initiatives, identifying repeating technical issues and resolving their root causes to improve business efficiency using standard operating procedures.
• Maintain documentation, processes, and procedures to ensure that technical knowledge is shared and retained within the team.
• Take ownership of complex issues, demonstrating a strong sense of responsibility and accountability to resolve them from start to finish.
• Perform root cause analysis by asking clarifying questions, gathering relevant information, and resolving issues using a data-driven approach.
• Manage and lead technical projects that impact our local site, ensuring that they are completed on time and to a high standard.
• Work collaboratively with team members to achieve overall team objectives, demonstrating a strong sense of teamwork and camaraderie.
• Be flexible to provide support to our 24/7 satisfaction centers and participate in rotational or on-call shifts, if necessary.

What You'll Need

To be successful in this role, you will need:

• A high school diploma or equivalent certificate.
• A bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• At least 2 years of IT support experience, preferably in a warehouse or distribution center environment.
• At least 2 years of experience investigating Windows Server and Dynamic Catalog Issues (Inventory Strategy and Client profiles).
• At least 2 years of experience investigating DNS, DHCP, VoIP, VPN, and Cisco/Aruba networking device issues.
• At least 2 years of experience with software imaging using SCCM.
• Experience investigating warehouse equipment, such as RF barcode scanners, label printers, desktop/PCs, and other peripherals/devices.
• Experience with technical documentation and presenting concise analysis to management.
• A strong desire to learn and adapt to new processes, procedures, and systems, with a focus on best practices.
• Excellent customer service and interpersonal skills, with a strong attention to detail.
• The ability to manage multiple tasks simultaneously and prioritize effectively.
• Excellent communication, relational, and team-building skills.
• A strong work ethic and commitment to delivering high-quality results.
• A passion for learning and a desire to be a lifelong student.
• A+, Network+, or other IT industry-standard certifications are a plus.
• The ability to script, using PowerShell, VBScript, or PHP, is an asset.
• Experience with email, FTP, and HTTP investigation is a plus.

What We Offer

As a member of our team, you can expect:

• A competitive salary of $25/hour.
• A comprehensive benefits package, including medical, dental, and vision coverage.
• A 401(k) retirement plan with company match.
• A generous paid time off policy, including vacation, sick leave, and holidays.
• A dynamic and supportive work environment, with opportunities for growth and development.
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace.

How to Apply

If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your relevant experience and qualifications. We look forward to hearing from you!

Wayfair's Commitment to Accessibility

Wayfair is committed to providing equal opportunities to all individuals, including those with disabilities. We strive to create a workplace that is inclusive and accessible, and we will make reasonable accommodations to ensure that qualified individuals with disabilities can participate fully in the application and hiring process.