Hardware Support Engineer

Hardware Support EngineerJacksonville, FL (Hybrid)We exist to transform our customers and change livesWho We’re Looking ForAs 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 issuesEffectively support the RF-SMART data collection hardware with integration into Dynamics AX, NetSuite, Oracle Cloud, and JDE to companies with manufacturing and/or warehousing operationsSupport and configure hardware including mobile computers, scanners, and label printersConfigure RF-SMART Hardware to align with the customer’s warehouse and/or manufacturing environmentConfigure Telnet software such as Velocity and StayLinkedAssist with printer installations as neededCreate knowledgebase articles to share common resolutionsWhat You Bring: 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 puzzlesSkilled in working in complex environments with Customers and PartnersStrength in balancing numerous projectsStrong desire to learnComfortable working alone or as part of a teamExcellent communication skillsDetail orientedMinimal 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 configurationAndroid OS experienceKnowledge in warehousing and manufacturing Why You’ll Love It Here: Working at RF-SMART means joining a culture that values growth, collaboration, and innovation. As a Hardware Support Engineer, you'll work alongside a passionate team dedicated to making a difference—both for our customers and our employees.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 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. A Word From Our CEO - Watch Now