Hardware Support Engineer

As a Hardware Support Engineer for hand-held/mobile devices and label printers, 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.

What You’ll Do:

• 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 knowledgebase articles to share common resolutions

• 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