IT Operations Specialist at Stord

**Who this is for** This role is for a proactive IT professional looking to support a global workforce in a fast-paced fulfillment environment. You will be the

Work type: onsite

Location: ATL1 - Atlanta, GA

Type: Full-time

Summary

**Who this is for** This role is for a proactive IT professional looking to support a global workforce in a fast-paced fulfillment environment. You will be the go-to expert for internal hardware and software issues, ensuring Stord's facility operations run smoothly through robust infrastructure management. **Key highlights** You will manage critical IT infrastructure, including servers, networks, and endpoint security, while providing hands-on support for fulfillment center hardware. This position offers the opportunity to drive operational excellence by improving service levels and documentation for a rapidly scaling company. **You might be a good fit if you...** - Have proven experience repairing Mac and Windows systems and managing MDM solutions. - Can design and troubleshoot network infrastructure and advanced server installations. - Are skilled at documenting technical solutions and creating knowledge base articles. - Are willing to travel and provide support during off-hours to resolve network outages.

Job Description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

About the IT Operations Specialist Position:

Proactively manage all facility requests, support tickets, escalations, continuously improving service levels, achieving operational compliance and excellence while providing the highest level of customer satisfaction to internal stakeholders. Responsible for supporting employees globally and will work closely with colleagues and partners to resolve issues relating to the IT infrastructure and networks.

What You'll Do:

• Support fulfillment center employees and devices including but not limited to: printers, scanners, label makers, computers, and pack stations.


• Answers, evaluates and prioritizes service requests received via telephone, voice mail, email, support tickets, and in-person for users hardware and software performance


• Launch and maintain MDM and VSA efforts for the security of hardware Endpoint management, Remote Desktop Protocol, 


• Install and repair computers both Mac and Windows-based Operating Systems


• Documenting solutions, creating guides, and KBAs to improve and simplify the work for IT efforts


• Design, implement, and manage network infrastructure for advanced server and networking installs, upgrades, and other project deliverables. May be required to travel to facilities for project deliverables.


• Communicates with hardware and software vendors and technical staff as needed to maintain optimal network functionality and recommends network and server enhancements based on both new industry developments and user needs. 


• Strategically plan for long-term timelines based on company objectives to keep it in line with new developments in the facilities.


• Troubleshoot networking outages for all locations within the Stord infrastructure. May be called upon at night or on weekends to resolve network or server problems.


• Incident management and documentation - document all incident events, schedule change orders, and implement device security and compliance programs


• Keep peers and leaders informed of trends, significant problems and delays, scheduled downtime, and updated on the status of reported problems or projects


• Coordinates preventative maintenance and security compliance testing as necessary


• Participates in the creation and maintenance of IT standards and procedures


• Ensure that information security (IS) commitments and requirements are incorporated into the information technology processes and that managers are enforcing IS policies and procedures in their departments

• Bachelor’s degree in Information System or a similar/related field of study


• 2+ years experience in a Technical Support role, preferably at a rapidly growing or logistics organization


• Programs: Mac, PC, G-suite, MS Office, Slack, Atlassian, Zoom, etc

• Experience in logistics or supporting supply chain organizations


• Experience as a Zendesk admin, Google Workspace admin, Bettercloud


• Certifications such as (CompTIA Cloud+, Networking+, Security+)

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