Hardware Support Engineer

Hardware Support Engineer

Jacksonville, FL (Hybrid)

We exist to transform our customers and change lives 

As a Hardware Support Engineer, you will troubleshoot and resolve complex and/or escalated technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, video, etc. Duplicate problems and define root causes. Develop technical documents and instructions and document new fixes for lower tier technical support groups. Interact with other teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the technological needs of users. Also, you may directly assist clients on escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving issue.  This role reports into the Hardware Technical Service Manager.

Responsibilities:

• Provide technical assistance for internal and external customers, performing investigation, identification, root cause analysis and resolution of technical issues
• Effectively support the RF-SMART data collection hardware with integration into Dynamics AX, NetSuite, Oracle Cloud, and JDE to companies with manufacturing and/or warehousing operations
• Support and configure hardware including mobile computers, scanners, and label printers
• Configure RF-SMART Hardware to align with the customer’s warehouse and/or manufacturing environment
• Configure Telnet software such as Velocity and StayLinked
• Assist with printer installations as needed
• Create knowledge Base articles to share common resolutions

Qualifications:

• Bachelor’s degree in IT or related field 
• 1+ years of experience in working as a technical support analyst or similar role 
• Strong desire to help customers and solve puzzles
• Skilled in working in complex environments with Customers and Partners
• Strength in balancing numerous projects
• Strong desire to learn
• Comfortable working alone or as part of a team
• Excellent communication skills
• Detail oriented
• Minimal travel to customer sites (<10%)

Nice to have skills (but not required):

• Experience with AIDC Barcoding Hardware (Honeywell, Zebra, Datalogic)
• Experience with label printer setup and configuration
• Android OS experience
• Knowledge in warehousing and manufacturing

Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status).       

General Information:   

The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned but rather to give personnel so classified a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required. RF-SMART is an Equal Employment Opportunity (EEO) employer. 

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