Scope: Follows established procedures on routine work Requires detailed instructions Your Roles and Responsibilities: • Support & cross-train into all L3 ITAM services as needed to maintain day to day operations for forward and reverse logistics. • Responsible for inventory asset management and e-recycling. • Use ticketing systems with a focus on customer service, SOP adherence, and quality. • Use ticketing systems to report individual and team work accomplishments and to track metrics, conduct daily quality audits for peer tasks and warehouse spaces. • Monitoring team absence levels & scheduling tasks based on availability • Identifying & corrective performance issues • Monitoring work queues for the site, and flag any tickets/orders at risk of SLA breach. Take corrective actions • Perform RCA on failures and provide countermeasures • Act as deputy to RL supervisor, and back-fill in managing team & tasks in their absence. • Utilize inventory data management software to maintain inventory accuracy and workflow. • Lead team meetings, report absences, and progress towards metrics and SLAs. • Ensure team task completion based on set schedule and SOPs. • Triage, handle and fulfil customer requests via a web portal and in person as needed. • Receive and inspect return shipments. Verify accurate deliveries against hardware return requests while looking for damages, shortages, wrong items and other concerns; notify the appropriate person or vendor. • Four Eyes reviewer for returns and recycling processes. • Maintain return and recycling inventory records; assess department or warehouse needs and order supplies as appropriate; maintain stock records. • Responsible for inventory procedures including the actual total count of stock items and spot check as needed. • Perform cleanup duties to maintain the warehouse in a safe and orderly manner. • Contribute to large scale global projects as needed. • Hardware data destruction and collection for e-recycle. • Hardware sanitization and quality checks to ensure hardware reliability and reuse. • Report inventory discrepancies, task progress and process gaps and determine and implement solutions. • Work with the compliance team on lost asset investigations and proactively provide updates. • Explaining SOPs to other team members and ensuring others are following SOPs. • Regular training with team members to ensure metric fulfillment. • Engage cross functional teams for ordering inventory & planning hardware shipments. • Liaise with cross regional peers on best practices, planning, and issue resolution. • Review the performance of third party vendors and coordination with them for the improvement of services. • Effective peer management skills. • Training and onboarding of T1 & T2 technicians with support from supervisor. • Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position. Required Qualifications/Skills: • High school diploma or general education degree (GED) and 2+ years’ related experience and/or training; or equivalent combination of education and experience. • High attention to detail and ability to follow other technicians’ direction to ensure quality. • Effectively utilize ticket, inventory, and dispatch management systems. • Determines methods and procedures on new assignments and may coordinate activities of other personnel. • Networks with key contacts outside one’s own area of expertise. • Proven ability to adapt to changing priorities, conditions, and circumstances while ensuring important deadlines are met. • Strong organizational skills including effective record-keeping and maintenance techniques. • Basic knowledge of computer hardware with the ability to learn new software. • Proficiency working with standard desktop PC tools and applications, such as MS Office, MS Outlook, web browsers, etc. • If applicable at site, ability to operate material handling equipment – pallet jacks and forklifts (if certified) is a plus. • Understands policies and objectives of the assigned program and corresponding activities. • Knowledge of health and safety regulations. • Proficient English communication in terms of speaking,writing and reading.