I.T Helpdesk Support (Entry Level Accepted)

Join Our Team at Lean Solutions Group (LSG)!

We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Overview of the Position:

The position plays a key role in minimizing operational disruptions through root cause analysis, timely resolution, and proper escalation when needed. The ideal candidate is detail-oriented, highly independent, and able to make sound decisions under pressure, with the flexibility to work weekends, holidays, and graveyard shifts in a fast-paced operational environment.

Functions:

• Provide Level 1–Level 3 application support for internal users across WMS platforms (Footprint and SoftGéon).
• Troubleshoot user-reported issues within the application UI, including workflows, permissions, data visibility, and system behavior.
• Independently analyze issues by reproducing problems, validating data, and identifying root causes before escalation.
• Resolve incidents directly when possible, including performing data corrections within the application and retriggering automated processes.
• Escalate complex issues to Level 4 or Integration Support teams following established escalation protocols.
• Manage and resolve tickets using Jira, including submitting and tracking vendor tickets with WMS providers as needed.
• Communicate clearly with users by providing guidance, clarification, and occasional on-the-spot training to address user errors or misunderstandings.
• Work within strict SLA requirements, prioritizing tickets based on urgency, complexity, and resolution timelines.
• Maintain accurate and detailed ticket documentation and contribute to knowledge-sharing initiatives and best practices.
• Operate independently during weekend shifts, utilizing critical thinking and problem-solving skills to support users effectively.

Qualifications and Requirements:

• At least 0-1 year of experience in IT Technical Helpdesk Support, Application Support, Production Support, or other customer-facing IT support roles.
• Prior exposure to logistics, warehousing, transportation, or supply chain operations.
• Hands-on experience supporting WMS and/or TMS systems (system usage or support preferred).
• Experience using ticketing systems, with Jira strongly preferred.
• Ability to work independently during off-hours or weekend shifts.

Technical Skills:

• Strong understanding of how enterprise applications function, including workflows, user roles, permissions, configurations, and automated processes.
• General understanding of system integrations (e.g., WMS → middleware → external systems), with the ability to identify integration-related issues and route them appropriately.
• Comfortable validating application data and system behavior within the platform; no coding or database modifications required.
• SQL knowledge is not required; limited read-only exposure is a plus but not mandatory.
• No Java development or code-level troubleshooting is required; only a basic understanding of technical terminology and system logic is needed.