We are currently seeking an IT Support Engineer to join our dynamic team located in our El Monte, CA Distribution Center.
Why join GigaCloud? GigaCloud Technology a NASDAQ publicly-traded (GCT) company, is leading the B2B marketplace and striving to empower the future of the global e-commerce landscape. Having recently acquired several brands we continuously update our broad range of products, designing more than 100 new items and styles, both classic and on-trend, on a monthly basis and we can fulfill and ship thousands of orders daily. Our business consumers include major box stores like Walmart, Costco and online business customers like Amazon, Wayfair and Overstock. GigaCloud Technology, Inc. is a diverse and global workplace, with employees representing several different nationalities across multiple continents. As GigaCloud Technology continues to grow its product lines, sales channels, and operations and we seek talented individuals to join our team.
Job Summary:
Reporting to the IT Manager, the IT Support Engineer is responsible for troubleshooting a wide variety of technical issues, ranging from network connectivity, and warehouse equipment issues. Overtime may be required, including weekends.
WHAT DOES THIS ROLE INVOLVE?
Essential Job Duties:
- Responsible for troubleshooting a wide variety of technical issues, ranging from network connectivity, hardware/software set-up, data service help, telecommunications and video communications, security reviews, and warehouse equipment issues.
- Identify recurring technical issues and fix their root cause(s) to enhance business productivity.
- Collaborate across cross-functional departments (e.g., Warehouse, Application Engineering, and business teams) to solve high impact incidents with a sense of urgency by providing quality and accurate information.
- Build relationships with Warehouse Operations team by spending time on warehouse floor to learn their workflows to effectively assist with technical issues when they arise.
- Prioritize tickets on IT Helpdesk CRM (FreshService) to ensure local and remote users receive updates and resolutions in a timely manner.
- Perform research independently by asking clarifying questions, gather relevant data, and resolve the manner using a data driven approach.
- Possess the ability to travel for work to assist with network, hardware, or software problems.
- Other duties as assigned by department supervisor, manager, and/or executive management.
The duties and responsibilities described above may provide only a partial description required from this position. This is not a complete list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.
WHAT ARE WE LOOKING FOR IN A CANDIDATE?
Experience and Education Requirements:
- Bachelor’s degree in Information Technology, related field, or relevant work experience
- Generally requires minimum of 2-3 years of previous IT support and system experience.
- Able to work effectively with others on a team to assist overall team goals
- Willingness and flexibility to work rotational and/or on-call shifts to provide support to sales, fulfillment, and warehouse operations that run 24/7
- Demonstrate accountability and ownership by employing a strong work ethic to solve complex problems from start to finish.
- Attention to detail and high level of accuracy
- Demonstrated a strong sense of integrity
- Excellent leadership and conflict resolution skills
- Problem-solving and decision making skills
- Strong analytical skills
- Excellent verbal and written communication skills
Equipment Knowledge:
- Solid knowledge of Microsoft Office Suite (Excel and Word); intermediate-level Excel, in particular
- Solid knowledge of Google Workspace Suite (Gmail, Sheets, Docs, Drive)
- Proficient computer skills as an independent user
- Microsoft Windows 10, MS Office, back-office system knowledge. MCSE preferred.
- Strong Excel and SQL Database knowledge.
- Knowledge of TCP/IP and various Internet communication protocol
- Experience with Active Directory setup and configuration
Preferred Knowledge, Skills and Abilities
- Wireless survey experience or certification such as ECSE is a plus.
- Bilingual in English and Mandarin is a big plus.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing in this position, the employee may be required to:
Frequently see periods of prolonged standing and repetitive motions, bending, stooping, pushing and pulling
- Frequently see periods of prolonged sitting and repetitive motions due to use of computer equipment and telephones.
- Occasionally lift and/or carry up to 25 lbs
- Occasionally stand, walk, squat, kneel, twist at the waist, use hands for fine manipulation, pushing & pulling, reaching above and below shoulder level
- Occasionally climb stairs to reach second-floor office locations
- Occasionally travel by airplane and/or automobile to U.S. domestic destinations
Work Environment
- Work performed indoors in an office/warehouse facility with temperatures subject to normal environmental conditions.
- Certain office locations are adjacent to warehouse facility spaces with temperatures subject to normal environmental conditions.
- Noise level of the office environment is low.
- Personal Protective Equipment (PPE) is provided.
WHAT’S IN IT FOR YOU?
Competitive Pay - The U.S. base annual salary range for this full-time position is up to $52,000 (up to $25.00/hour). Salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)
Employee Benefits - including paid-time-off, medical plans, dental, vision, life insurance, and employee assistance program.
Team-Oriented Culture - We have a diverse workplace of talented people who partner to make GigaCloud Technology, Inc. a unique and engaging place to work.
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable Federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Holidays
- Monday to Friday
- On call
- Weekends as needed
Application Question(s):
- What is your desired pay rate/salary range for your next new position?
Education:
Experience:
- IT support: 3 years (Preferred)
Ability to Commute:
- El Monte, CA 91731 (Preferred)
Work Location: In person