Hardware Support Engineer

Rf Smart; Jacksonville (FL); Hybrid; USD 55,000 - 75,000; Full time

Job summary

RF-SMART in Jacksonville, FL is seeking a Hardware Support Engineer to troubleshoot and resolve complex issues for customers remotely, including escalated cases. You will support RF-SMART hardware with Dynamics AX, NetSuite, Oracle Cloud, and JDE integrations, plus configure devices and printers.

The role requires a IT-related degree, 1+ years in technical support, and a customer-focused, detail-oriented mindset with minimal travel.

Qualifications

• Bachelor’s degree in IT or related field.
• 1+ years of experience in technical support or similar.
• Strong desire to help customers and solve puzzles.
• Ability to work in complex environments with Customers and Partners.
• Detail oriented; able to balance multiple projects.
• Willingness to travel <10%.

Responsibilities

• Provide technical assistance for internal and external customers, investigating and resolving issues.
• Support RF-SMART hardware with integration into ERP systems ( Dynamics AX, NetSuite, Oracle Cloud, JDE ).
• Support and configure hardware including mobile computers, scanners, and label printers.
• Configure RF-SMART hardware to align with customer warehouse/manufacturing environments.
• Configure Telnet software such as Velocity and StayLinked.
• Assist with printer installations as needed.
• Create knowledgebase articles for common resolutions.

Skills

Customer support

Problem solving

Multi-project management

Detail oriented

Independent worker

Education

Bachelor's degree in IT or related field

Tools

Dynamics AX

NetSuite

Oracle Cloud

JDE

Job description

We exist to transform our customers and change lives

Hardware Support Engineer

Jacksonville, FL (Hybrid)

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

What 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 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
• 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
• Knowledge 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.