IT Support & Fulfillment Executive

Summary

The IT Support & Fulfillment Executive is a dual-function role that combines hands-on technical client support with warehouse fulfillment and inventory operations. You will be the primary point of contact for clients requiring technical assistance with rental equipment while also playing a key role in ensuring orders are accurately processed, packed, and dispatched from our Fulfillment Center. This role is ideal for someone who is equally comfortable troubleshooting a network router and organizing stock for a high-volume event day.


Key Responsibilities

Technical Support

• Monitor and respond promptly to client support requests via phone, email, chat, and video calls
• Troubleshoot rental equipment issues including badge printers (Zebra, Epson, Brother), networking devices, Windows laptops, iPhones, and iPads
• Provide router and networking configuration support to clients remotely and on-site
• Document all support interactions in client profiles and follow up to ensure full resolution and satisfaction
• Create support articles, video tutorials, and GIF-based guides to expand the online self-service knowledge base
• Provide feedback to improve the customer-facing support portal
• Provide occasional after-hours support during peak event periods

Fulfillment & Inventory Operations

• Review weekly orders and fulfill daily dispatch requirements accurately and on time
• Set up rental equipment (iPhones, iPads, printers, routers) for outgoing orders according to client specifications
• Receive and interpret work orders; locate and verify items in storage against order details
• Inspect all items for quality conformance before packing and boxing for dispatch
• Ensure all documentation (delivery orders, packing lists) is generated and handed to delivery personnel
• Receive and organize incoming shipments in designated storage areas following established protocols
• Maintain a clean, safe, and well-organized fulfillment workspace

Skills & Qualifications

Technical

• Proficient in Windows OS and basic iOS device configuration
• Hands-on knowledge of networking equipment, routers, and print devices
• Familiarity with help desk operations and ticketing systems
• Basic to intermediate Microsoft Excel and Word skills

Operational

• Able to lift up to 20 kg with or without reasonable accommodation
• Able to stand or walk for extended periods (up to 8–10 hours)
• Willing and able to frequently push, pull, squat, bend, and reach

Soft Skills

• Strong problem-solving and troubleshooting instincts
• Excellent oral and written communication skills in English
• Customer-focused with a patient, professional demeanor
• Team player who thrives in a fast-paced, event-driven environment
• Able to work independently and manage priorities with minimal supervision

Experience Required

• Minimum 3 years of combined experience in IT/technical support and/or warehouse/fulfillment operations
• Experience in a Windows environment and basic iOS device management
• Preferred: Networking, Microsoft, or iOS certifications