Onsite Support Engineer- Suwanee

STACI AMERICAS•Suwanee, GA

17d•Onsite

About The Position

Paxon, a logistics 3PL division of Bnode, is seeking an Onsite Support Engineer to provide Level 2 technical support for end users, business systems, and proprietary applications. The role focuses on the organization’s custom Warehouse Management System (WMS), associated SQL databases, and core IT services, serving as an escalation point for complex application, data, and system issues. The engineer works with IT, operations, and development teams to resolve incidents, support system enhancements, and improve system reliability, user experience, and support processes. The role is 100% onsite in Suwanee, Georgia, includes an on-call rotation, and may involve travel to multiple sites and after-hours support during critical incidents, maintenance windows, or project work. The work environment combines an office and warehouse setting and may include fulfillment center floors and vendor or client locations. Travel may be by air or driving. The position requires occasional movement in and out of trailers and around roller racks and other logistics equipment. Physical duties include regularly talking or hearing, frequently standing and walking, using hands to handle or feel objects, and reaching with hands and arms; lifting up to 25 pounds may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

2–4+ years of experience in technical support, systems support, or application support, providing Level 2 or higher support.
Hands-on experience supporting business-critical applications; logistics, warehouse, or manufacturing experience is preferred.
Practical experience with SQL databases, including running queries for troubleshooting and data validation; intermediate query skills are preferred.
Experience supporting Windows-based environments, including Windows 10/11, Active Directory, and Microsoft 365.
Familiarity with enterprise networking concepts such as LAN, WAN, VPN, RDP, TCP/IP, and Wi-Fi connectivity.
Ability to diagnose and resolve issues spanning applications, data, systems, and user workflows.
Strong troubleshooting, analytical, and problem-solving skills, including the ability to work under pressure in operational environments.
Ability to manage multiple concurrent tickets, communicate technical matters to technical and non-technical users, and determine when to resolve or escalate issues.
Ability to maintain detailed documentation and collaborate with IT peers, developers, operations teams, and vendors.
Ability to travel to multiple sites as needed and provide after-hours support when required.
Two or more years of experience as a computer support specialist.

Nice To Haves

Experience supporting Warehouse Management Systems (WMS) or other logistics and operations platforms.
CompTIA A+, Network+, or similar certification.
Experience supporting warehouse devices such as scanners, printers, and labelers.
Experience working in a logistics or warehouse environment.
Intermediate SQL query experience.

Responsibilities

Serve as Level 2 technical support and escalation point for issues involving applications, systems, and infrastructure.
Support proprietary WMS platforms, internal client portals, and custom business applications, troubleshooting application behavior, data issues, and user workflows.
Troubleshoot SQL database issues by validating data, running analysis queries, identifying discrepancies, and escalating database defects when needed.
Manage, prioritize, and resolve requests in the IT ticketing system, with timely communication and accurate documentation.
Provide IT support for workstations, printers, scanners, warehouse devices, and other peripherals.
Create and maintain Active Directory and Microsoft 365 accounts, including email provisioning, access changes, and account lifecycle management.
Perform user onboarding, workstation imaging, hardware setup, migrations, and equipment refreshes.
Install, configure, maintain, and troubleshoot end-user hardware, software, and network-connected devices.
Analyze and isolate issues across applications, systems, and infrastructure, determining root cause and resolution or escalation path.
Work with users to understand business impact, clarify requirements, and explain issue resolution.
Maintain ticket notes, work logs, technical documentation, procedures, and knowledge base articles.
Collaborate with senior IT staff, developers, operations teams, and external vendors on issue resolution, application changes, system improvements, and process enhancements.
Identify incident trends and recurring issues, and recommend improvements to tools, processes, or system design.
Keep technical knowledge current, particularly regarding WMS, SQL, and enterprise IT systems.
Participate in projects and initiatives such as system upgrades, deployments, and operational improvements.
Travel to multiple sites as needed and provide after-hours support during critical incidents, maintenance windows, or project work.