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