IT Support Engineer

Solutions Engine are recruiting this role on behalf of one of our clients.

This role is office based (Remote / Hybrid is not possible)

Important: You must have experience working within a Logistics IT environment

No Agencies please.

Position Summary

We are looking for a highly motivated and skilled Technical IT Support Specialist to be the

primary point of contact and in-house expert for our Warehouse Management

System (WMS). This isn't just a support role—it's a critical position that ensures our

technology backbone is robust, efficient, and reliable. The ideal candidate will be a hands-on

problem-solver with a strong technical background, a deep understanding of

operational/warehousing processes, and a passion for using technology to drive operational

excellence. This role is central to our day-to-day operations and offers a unique opportunity

to directly impact our company's efficiency and growth.

Key Responsibilities

• Warehouse Management System Expertise and Support:
• Act as the single point of contact for all technical issues, user queries, and configuration requests related to the Warehouse Management System
• Diagnose, troubleshoot, and resolve issues related to system functionality, API
• integrations, data integrity, and user access. You will be expected to resolve a majority of issues independently.
• Provide timely and effective technical support to all levels of the business, from warehouse floor staff to senior management.
• Serve as the key liaison with IT Vendors / partners, escalating complex issues when necessary and managing the resolution process from start to finish.
• Develop and maintain comprehensive documentation, including user guides and knowledge base articles, to empower our team and reduce recurring support tickets.
• Manage user accounts, permissions, and security settings to ensure data integrity and compliance.
• Systems, Integrations, and Client Onboarding.
• Monitor and maintain the performance and reliability of all integrations connected to the Warehouse Management System, including e-commerce platforms (Shopify, Magento, WooCommerece etc.), shipping carriers (DPD, Royal Mail, etc.), and other business-critical software.
• Proactively identify and resolve integration failures or data synchronization issues to prevent operational bottlenecks.
• Collaborate with the commercial and operations teams to onboard new clients, which includes configuring their products, integrating their e-commerce platforms, and setting up bespoke workflows within the Warehouse Management System.
• Manage the setup and configuration of new modules and features within the Warehouse Management System, ensuring a seamless implementation.

Hardware and Network Administration:

• Provide day-to-day hardware support for devices critical to warehouse operations, including handheld scanners, thermal label printers, desktop computers, and tablets.
• Troubleshoot basic network connectivity issues impacting device communication or WMS performance.
• Manage the inventory of IT equipment, performing regular checks and coordinating repairs or replacements as needed.

Process Improvement and Data Analysis:

• Work closely with warehouse operations to identify opportunities for system optimization and process improvements within the WMS to enhance efficiency and accuracy.
• Create and run custom reports in the WMS to provide valuable insights into key operational metrics, such as pick rates, stock levels, and order fulfilment times, for management review.
• Assist in testing and implementing new features and updates from the WMS, ensuring they align with our business needs and don't disrupt current workflows.

Required Skills and Qualifications

• Proven, hands-on experience working with and providing technical support for within a logistics /operational environment.
• Strong practical understanding of operations, warehousing, e-commerce fulfilment, and logistics processes.
• Exceptional problem-solving and analytical skills with a methodical approach to troubleshooting.
• Familiarity with API integrations and an understanding of how they function
• Demonstrable ability to create and run detailed reports from a WMS to support business decisions.
• Excellent communication skills, with the ability to translate complex technical information into clear, actionable instructions for non-technical users.

Desirable (Skills that will make you stand out):

• Experience with Mintsoft, EPR or WMS systems.
• Basic knowledge of SQL or an understanding of relational databases.
• Hands-on experience with configuring and troubleshooting barcode scanners, thermal printers, and other warehouse technology.
• A certification in IT support (e.g., CompTIA A+, ITIL) is a plus.
• Experience in a similar technical support role within a fast-paced, highvolume environment.