Service Engineer I

Who We Are [WITS, Northeast]

Wayfair.com is a leader in the e-commerce space for all things home. Our platforms support millions of people searching every day for the perfect item, and provide a unique purchase and delivery experience. Here at Wayfair, data drives everything that we do. Come help us continue to build innovative solutions, leading up to our next $10B in revenue!

Employee Tech at Wayfair is responsible for providing technology services and support for all Wayfairians globally. Our goal is to enable employee productivity through collaboration and innovation to help our employees provide our customers with a home that they love! We’re looking to grow our Warehouse IT team by bringing on a talented individual who wants exposure to our broad desktop computing tech stack and complex technical warehouse infrastructure.

What You’ll Do

• Shift options: (Rotating front half days, Sunday - Wednesday, and back half days, Wednesday - Saturday, every 2 months)
  • Mid-Day Shift: 1pm-11pm EST OR Night shift: 5:30pm-3:30am EST
• Build relationships with our Warehouse Operations team by spending time on the warehouse floor to learn their workflows so we can better assist them with technical issues.
• Responsible for troubleshooting a wide variety of technical issues ranging from Windows server, network connectivity, and warehouse equipment issues.
• Prioritize tickets on ServiceNow to ensure our local and remote end users receive updates and resolutions in a timely manner.
• Collaborate across cross functional engineering and business teams to solve high impact incidents with a sense of urgency by providing quality and accurate information.
• Participate in continuous improvement efforts.
• Identify recurring technical issues and fix their root causes to enhance business productivity through the use of standard operating procedures.
• Maintaining policies, procedures and processes
• Demonstrate accountability and ownership by employing a strong work ethic to solve complex problems from start to finish.
• Perform research by asking clarifying questions, gather relevant data, and resolve the manner using a data driven approach.
• Manage and/or lead technical projects that impact the local site.
• Be a team player and assist other members to achieve overall team goals.
• Flexibility to provide support to 24/7 fulfillment centers and participate on a rotational or on-call shift, if needed.

What You’ll Need

• High School or equivalent diploma. Bachelor’s or Associate’s Degree in Computer / IT related field is preferred or equivalent work experience.
• 1+ years of IT support experience, ideally working in a warehouse environment
• 1+ years of experience troubleshooting Windows Server and Active Directory Issues (Group Policy and User profiles)
• 1+ years of experience troubleshooting DNS, DHCP, VoIP, VPN and Cisco/Aruba networking device issues
• 1+ years of experience with deploying software\imaging using SCCM
• Experience troubleshooting warehouse device equipment such as RF barcode scanners, label printers, desktop/laptop computers and other peripherals/devices.
• Experience with technical documentation and presenting succinct analysis to leadership
• Eagerness to learn production workflows, processes and adopting systems best practices
• Strong customer service and organizational skills while keeping attention to detail.
• Proven ability to handle multiple tasks concurrently and prioritize accordingly.
• Excellent communication, interpersonal and team-building skills.
• Acting as a team player who is dedicated to providing the best results possible.
• Having a strong work ethic and desire to be a life-long learner.
• A+, Network +, or other IT industry standard certifications are nice to have.
• Scripting ability, specifically with Powershell, VBScript and/or PHP is a plus
• Familiarity with email, FTP, SQL, and HTTP troubleshooting is a nice to have