Requisition #: VCS2172 Job Title: Technical Support Engineer Job Category: Vocollect
Region: North America
Location: USA-PA-Pittsburgh
Virtual Location: n/a Shift: 1st Shift
Status (FT/PT): Full Time - Regular
Job Description: Vocollect, a business unit of Intermec, is the number one developer and manufacturer of voice solutions for mobile workers worldwide, helping customers achieve a higher level of business performance through voice. Every day, Vocollect and its partners enable over 400,000 workers worldwide to distribute more than $4 billion dollars' worth of goods.
We are seeking a Technical Support Engineer for our Pittsburgh, PA location.
Position Summary:
The Technical Support Engineer I position provides high quality technical support for Vocollect's customers, partners, and internal personnel worldwide. This will be a hands-on position in our Technical Support Center (TSC) located in Pittsburgh, PA. A Technical Support Engineer I is responsible for problem analysis, documentation, resolution, and escalation involving Vocollect products and related technologies.
Position Responsibilities:
• Provide prompt and courteous technical support by answering phone calls and replying to e-mails in line with departmental measures with a focus on high quality, accuracy, and customer satisfaction.
• Be available to work either a second or third shift and participate in a rotating on-call list in a 24x7 environment.
• Document and record all activity and communications over the telephone and e-mail according to departmental standards of quality.
• Analyze and clarify customer queries through troubleshooting, researching, and recreating of issues.
• Follow documented processes and procedures for support request handling and case escalation.
• Communicate with coworkers and management regarding current / ongoing support cases.
• Contribute to technical knowledge base.
• Document software product defects for review and corrective action.
• Actively participate in team meetings by providing feedback on current day-to-day activities and recommending ways in which to improve the department.
• Handle miscellaneous duties and responsibilities as defined by management.
Position Qualifications:
Education:
• Bachelor’s degree in Information Technology, Computer Science, or related field. Relevant experience will be considered in lieu of a formal degree.
Experience:
• 1 – 2 years experience in a customer facing, preferably technical product support or help desk environment.
Expertise in the following areas:
• Ability to learn complex technical concepts in a short amount of time.
• Excellent written and verbal communications skills.
• A self-starter with an ability to work unsupervised.
Expertise in one or more of the following technical areas:
• Strong understanding of networking fundamentals and protocols (e.g. TCP/IP, FTP, DHCP, Telnet, etc.). Network+ certification desired.
• Beginning to intermediate level knowledge of both client and server operating systems (Windows Server 2003 / 2008, Windows XP / 7, Linux).
• Familiarity with wireless networking basics.
• Grasp of relational database management systems (Microsoft SQL Server 2005 / 2008 and Oracle 10g / 11g) and structured query language (SQL).
Pluses:
• Beginner level knowledge of programming or scripting languages.
• Understanding of Internet application technologies including HTML, XML, and Internet application architectures based upon Java technology.
• Possesses a general knowledge of distribution logistics.
Competencies:
• Results oriented
• Technical expertise
• Continuous improvement
• Initiative
• Concern for quality
• Teamwork
• Attention to communication
• Integrity and Truth
• Self-development
• Decision quality
• Analytical thinking
Intermec/Vocollect is an Equal Opportunity Employe
