AU Dayshift, Remote IT Solutions Support

Job Description This is a remote position. PERMANENT - AU DAYSHIFT REMOTE / WFH Job Title: Solutions Support Position Overview: The Solutions Support is responsible for providing first-line functional and technical support for the AU Client's applications, with a strong focus on WMS and supply chain applications. Ideally with experience with Meson and integrated Tier 1 WMS platforms (e.g.Manhattan). This role combines customer service, problem solving, and system configuration: you will manage support tickets, investigate and resolve configuration and data issues, and work closely with developers and operations teams to deliver stable, well-configured environments for our clients. As you grow in the role, you will take on morecomplex configuration tasks, contribute to system improvements and documentation, and play a key part in successful client implementations and ongoing optimisation of their warehouse operations. Key Responsibilities: Act as first-line support for client enquiries and incidents related to the organization's WMS solutions (Meson / Manhattan). Log, prioritise and manage tickets in the support system, ensuring clear notes and timely follow-up. Diagnose and resolve configuration, data and workflow issues, escalating complex cases when required. Perform and maintain WMS configuration (e.g. warehouse setup, rules, user roles) under defined standards. Assist with testing and deploying patches, enhancements and new client implementations/go-lives. Provide end-user training, walkthroughs and clear explanations of system behaviour and changes. Contribute to knowledge base articles and documentation for common issues and best-practice setups. Collaborate with development, solutions and operations teams to ensure stable, supportable client environments. Required Skills & Qualifications: Experience in Warehouse Management Systems (WMS) support, configuration or operations, ideally with Meson and/or Manhattan (or other Tier 1 WMS). Understanding of warehouse and logistics processes (inbound, storage, inventory control, picking, packing, dispatch). Strong analytical and problem-solving skills, with a structured approach to investigating system and data issues. Ability to read and interpret system configuration, logs and basic data structures; Exposure to SQL (simple queries/joins) is highly regarded. Confident user of ticketing/support tools like JIRA and comfortable working in a structured support environment. Clear and professional communication skills (written and verbal), able to explain technical issues in a practical way to non-technical users. High attention to detail, particularly around configuration accuracy and data quality. Proven ability to manage multiple tickets/tasks, prioritise effectively and follow issues through to resolution. Collaborative team player who enjoys working with developers, solutions consultants and operations teams. Tertiary qualification in Information Technology, Supply Chain/Logistics, Business Systems or related discipline, or equivalent industry experience. Technical Skills: Experience supporting and/or configuring Warehouse Management Systems (WMS), ideally Meson and/or Manhattan Associates (or other Tier 1 WMS). Strong understanding of core warehouse processes and how they map into WMS configuration (receiving, put-away, replenishment, picking, packing, dispatch, stocktake). Ability to review and maintain WMS configuration settings (e.g. warehouse and location setup, allocation and picking rules, user roles and permissions, RF menus). Comfortable working with SQL for basic investigations (SELECT queries, filters, simple joins) and data validation. Ability to interpret system logs, error messages and interface files to help diagnose issues. Soft Skills: Strong customer service mindset with a calm, patient and professional approach. Clear, confident communicator who can adapt style for both technical and non-technical audiences. Collaborative team player who enjoys working with cross-functional teams and external clients. High level of attention to detail and pride in delivering accurate, reliable work. Proactive and self-motivated, with a willingness to take ownership of issues through to resolution. Able to manage competing priorities, stay organised and work effectively under time pressure. Flexible and open to change, with a growth mindset and genuine interest in learning new systems and processes.