IT Operations Support Specialist

About the Role

Join Williams Logistics as we grow our IT capabilities and invest in automation and sustainable operations. We are looking for an IT Operations Support Specialist (L2) to keep our day-to-day technology running smoothly across office and warehouse environments. You will handle hardware and software support, manage internal and vendor tickets, contribute to system testing, and assist with SQL reporting and light development, a great opportunity for someone looking to grow into a broader systems role within a fast-moving logistics environment.

Key Responsibilities

Hardware & Desktop Support

• Set up, maintain, and troubleshoot end-user hardware including PCs, RF scanners, laser printers, Zebra/RFID label printers and dimensioners.

• Provide Windows desktop support, OS troubleshooting, software installation, peripheral configuration, and user account management

• Perform daily hardware and software maintenance checks across workstations and warehouse devices

• Diagnose and resolve network connectivity issues (drive mappings, Wi-Fi, LAN/VPN, TCP/IP)

• Provide L1–L2 support and escalation for internal staff and operational stakeholders

Ticket & Vendor Management

• Receive, triage, and complete tasks assigned through the internal helpdesk system (Freshdesk / JIRA)

• Manage third-party vendor ticket systems, raise tickets, follow up on progress, and track resolution

• Prepare and distribute weekly status reports to both management and third-party vendor

• Maintain clear documentation of issues, resolutions, and ongoing vendor communications

Testing & Quality Assurance

• Participate in system and user acceptance testing for new features, releases, and vendor changes

• Write and maintain test cases and record test results with a high level of attention to detail

• Report defects clearly and follow through to resolution with relevant teams or vendors

Reporting & Data Analysis

• Write and troubleshoot SQL queries and reports across MS SQL Server, MySQL, and some PostgreSQL

• Assist with analysing operational data to support business decisions

• Support log analysis and ad-hoc reporting for in-house and vendor applications

Development & Systems

• Basic scripting or development in PHP and/or Python for automation and BAU fixes

• Work within a Linux (Ubuntu) environment; familiarity with Apache and Nginx

• Assist in configuring, supporting, and troubleshooting the Warehouse Management System (WMS)

• Support monitoring and troubleshooting of automated warehouse systems (training provided)

Requirements

• Hands-on experience with Windows desktop/server support in a corporate or warehouse environment

• Experience setting up and troubleshooting printers (laser and/or label) and warehouse hardware such as RF scanners

• Basic to intermediate Linux (Ubuntu) skills; familiarity with Apache and Nginx

• Solid understanding of TCP/IP networking fundamentals

• Working SQL skills across MS SQL Server, MySQL, and/or PostgreSQL

• Basic scripting ability in PHP and/or Python

• Comfortable using a helpdesk ticketing system (Freshdesk experience a plus)

• Strong attention to detail — able to write clear test cases, document results, and follow structured processes

• Good communication skills with both technical teams and non-technical stakeholders

• Able to manage multiple tasks and priorities in a fast-paced environment

Nice to Have

• WMS or 3PL (third-party logistics) experience

• Exposure to major EDIs operations (e.g. The Iconic, David Jones, Myer, SPS Commerce)

• Familiarity with Shopify operations and APIs

• Familiarity with carrier APIs (e.g. Auspost / Startrack, TGE)

• Exposure to ERP systems such as Cin7, Indigo8, AP21

• Power BI experience