WMS & IT Support Supervisor at Platinum Outsourcing and Logistics

Key Responsibilities

• Attend to user queries and provide first-level support at operational and office locations, including WMS, hardware, software and connectivity issues.
• Ensure optimal and continuous running of the SPEED WMS in support of warehouse operations.
• Investigate, troubleshoot and resolve SPEED WMS incidents and service requests, escalating issues to the IS Analysts, MIS Manager or relevant support providers where required.
• Support the configuration, troubleshooting and maintenance of RF guns and any other devices used to access SPEED WMS.
• Manage approved SPEED WMS user and Super User access in accordance with established access management procedures.
• Support the generation, monitoring and follow-up of WMS and TMS reports where required.
• Support the investigation and first-level resolution of failed WMS transactions, interfaces or integration messages, escalating where necessary.
• Conduct end-user training to ensure users understand, follow and adhere to approved SPEED WMS processes and procedures, and obtain documented user sign-off upon completion of training.
• Install, configure and maintain approved software, operating systems and applications on new and existing computers.
• Diagnose, repair and replace computer hardware, peripherals and other IT equipment as required.
• Monitor network and RF infrastructure to ensure availability and uptime required to support warehouse operations.
• Report communication and network outages to service providers and proactively follow up until resolution.
• Maintain an accurate log of all IT, network, RF and WMS-related outages, including the date, duration, impact, root cause and resolution, and follow up on recurring outages to identify and recommend corrective actions.
• Prepare and submit daily IT and WMS operational reports to the MIS Manager, providing visibility of new client requests, system performance, outages, incidents, outstanding issues, actions taken and any matters requiring management attention.
• Support the implementation, maintenance and troubleshooting of LAN, WAN, Wi-Fi, RF and related network infrastructure.
• Document WMS maintenance procedures, system configurations, recurring issues and step-by-step issue resolution processes.
• Manage IT and WMS incidents, service requests, changes and1.
• Attend to user queries and provide first-level support at operational and office locations, including WMS, hardware, software and connectivity issues.
• Ensure optimal and continuous running of the SPEED WMS in support of warehouse operations.
• Investigate, troubleshoot and resolve SPEED WMS incidents and service requests, escalating issues to the IS Analysts, MIS Manager or relevant support providers where required.
• Support the configuration, troubleshooting and maintenance of RF guns and any other devices used to access SPEED WMS.
• Manage approved SPEED WMS user and Super User access in accordance with established access management procedures.
• Support the generation, monitoring and follow-up of WMS and TMS reports where required.
• Support the investigation and first-level resolution of failed WMS transactions, interfaces or integration messages, escalating where necessary.
• Conduct end-user training to ensure users understand, follow and adhere to approved SPEED WMS processes and procedures, and obtain documented user sign-off upon completion of training.
• Install, configure and maintain approved software, operating systems and applications on new and existing computers.
• Diagnose, repair and replace computer hardware, peripherals and other IT equipment as required.
• Monitor network and RF infrastructure to ensure availability and uptime required to support warehouse operations.
• Report communication and network outages to service providers and proactively follow up until resolution.
• Maintain an accurate log of all IT, network, RF and WMS-related outages, including the date, duration, impact, root cause and resolution, and follow up on recurring outages to identify and recommend corrective actions.
• Prepare and submit daily IT and WMS operational reports to the MIS Manager, providing visibility of new client requests, system performance, outages, incidents, outstanding issues, actions taken and any matters requiring management attention.
• Support the implementation, maintenance and troubleshooting of LAN, WAN, Wi-Fi, RF and related network infrastructure.
• Document WMS maintenance procedures, system configurations, recurring issues and step-by-step issue resolution processes.
• Manage IT and WMS incidents, service requests, changes and or relevant management.

Minimum Qualifications

• Bachelor’s degree in information technology, Computer Science, Information Systems or related field
• ITIL V3/V4 certification
• Aruba certification or equivalent networking qualification
• SPEED WMS knowledge and experience
• Knowledge of WMS

Key Skills

• Technical
• Supervisory
• Customer care
• Communication
• Analytical
• Conceptual

Personal Attributes

• Agile
• Resilient
• Integrity
• Flexible
• Team player
• Meticulous
• Proactive
• Accountable
• Solution Oriented
• Customer focused

Experience

• 4 years in the same or similar position.