IT Support Specialist - Vital at DHL

Role Outline

• Provide technical support for software, hardware, and network issues, ensuring system performance and service continuity. The role focuses on managing the IT budget, supporting the rollout of a bespoke ERP/WMS system (with the finance module already implemented), and enhancing operational efficiency across departments. A strong understanding of warehouse operations, transportation, and contract logistics to support WMS and TMS integration. To co-ordinate functions to maximize utilization - productivity and customer service. Internal service delivery - on time - accurately.

Key Tasks

• Provide first line support for users, systems, and applications, including network and hardware troubleshooting, process explanations, and training for warehouse-related functions
• System & Application Support - first level support and network problems
• User Access & Security - manage user accounts, permissions, profiles, and password resets
• Network Support – basic support for LAN/WAN, Wi-Fi, and VPN connectivity issues
• Strong technical knowledge of Windows OS, MS Office Suite, networking fundamentals, and ERP/WMS/TMS systems, with proficiency in Excel (advanced formulas, pivot tables, data modelling)
• Solid understanding of warehouse functions, transportation, and contract logistics, with familiarity in common integration methods (e.g., file transfers, APIs) advantageous
• Oversee the IT budget, ensuring efficient allocation, expenditure tracking, and alignment with organisational objectives
• Manage user accounts, permissions, and digital assets
• Support network operations (LAN/WAN, Wi-Fi, VPN) by liaising with service providers to resolve performance issues
• External Service Providers - work with SP’s to troubleshoot and resolve performance issues
• Monitoring and reporting – monitor application software and suggest improvements where needed
• Project Support – participate in IT projects including software rollouts, upgrades, and migrations
• Assist in the testing and implementation phases
• Utilize Excel for data preparation, analysis, and decision-making to support IT and operational initiatives, while recommending software improvements to management
• Handle IT service requests, repairs, inquiries, or complaints, alongside general administrative duties
• Refer to requests for IT services, repairs, support, inquiries or complaints
• Contribute to IT projects, including software deployments, upgrades, and migrations, collaborating with system developers to refine WMS and TMS solutions
• Managing digital assets with Finance
• General month end functions

Qualifications & Experience
Education:

• Matric
• Diploma/Degree in Information Technology or related field
• Industry certifications are advantageous

Experience:

• 5 -8 Years experience
• Proven experience in IT support or helpdesk role
• Strong knowledge of Windows OS, Microsoft Office Suite, data analysis and networking fundamentals
• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Jira, Freshdesk)
• Good problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.

Functional Competencies:

• Good knowledge of Administration skills and processes
• Customer service orientation with attention to detail
• Ability to work independently and in a team
• Ability to identify issues and react swiftly
• Proficiency in MS Excel and data analysis
• Adaptability and eagerness to learn
• Time management and multitasking
• Basic financial acumen
• High accuracy, efficiency and accountability
• Good written and verbal communication skills