Detalii loc de munca - București

Descrierea jobului - București

urpose of the Job An excellent career opportunity is currently available in the Safety & Productivity Solutions (SPS) business unit focused on primarily supporting Workflow Solutions. In this exciting opportunity in a high growth environment, you will provide hands-on technical support involving SPS and related technologies. SPS is a global business that is increasing the productivity of people at work, and the safety, security and energy efficiency of our homes, buildings, and industrial plants around the world. Honeywell environmental controls, life safety, security, sensing, scanning, and mobility products, as well as building and process solutions, are at work in homes, buildings, industrial facilities, and public and private facilities around the world. Safety & Productivity Solutions (SPS) is a $16.6 billion strategic business group of Honeywell. SPS is a leading manufacturer of high-performance image- and laser-based data collection hardware, including rugged mobile computers and bar code scanners, radio frequency identification solutions, voice-enabled workflow and printing solutions. With the broadest product portfolio in the automatic identification and data collection industry, SPS provides data collection hardware for retail, healthcare, distribution centers, direct store delivery, field service, and transportation and logistics companies seeking to improve operations and enhance customer service. Additionally, SPS provides advanced software, service and professional solutions that help customers effectively manage data and assets. SPS products are sold worldwide through a network of distributor and reseller partners. Using advanced knowledge of the solutions being supported, the Tier 2 Technical Support Engineer is responsible for analysis, documentation, and resolution of advanced problems that could not be resolved by front-line Tier 1 support teams. This position serves as an interface between external parties and internal departments, ensuring that the customers’ and the partners’ needs are being met. Main Responsibilities • Provide prompt and courteous Tier 2 technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction. Support is often provided to partners around the world and customers who are in technical positions such as database administration, system administration, network administration, software development and various IT functions. • Analyze and clarify low volume, highly complex technical queries from customers and partners through troubleshooting, researching, and recreating of issues. • Analyze proprietary software log files, stack traces as well as various related technology logs for root cause problem determination and providing the appropriate solution or next steps. • Solid understanding of networking fundamentals and protocols (e.g. TCP/IP, FTP, DHCP, Telnet, etc.) as well as wireless networking. Network+ and CWNA certifications is a plus. • Document and record all activity and communications over the telephone and e-mail according to departmental standards of quality • Follow documented processes and procedures for support request handling and case escalation • Communicate with coworkers and management regarding current / ongoing support cases. • Backup assistance performing front-line support during times of lower volume and limited staffing. • Assist with system administration tasks and duties to maintain and improve customer production systems • Contribute to technical knowledge base • Participate in team meetings to provide feedback on current day-to-day activities and recommend ways in which to improve the department • Handle miscellaneous job related duties and responsibilities as defined by management • Schedule is 8h30 with some flexibility in start hours; Main Interaction (Networks & Contact Links) Internal • Direct manager and Matrix manager • Peers within SPS Business • Technical Support supervisors and managers – All Tiers • Technical Support Engineers • Customer Support Representatives External • Customers • Vendors • Partners


Qualifications Basic requirements (required) This is a bilingual role with a minimum two out of the five: Spanish, French, Italian, German, Dutch • Minimum 3 years work experience in a technical role Additional Qualifications (preferred): • Bachelor’s degree in Information Technology, Computer Science, or related field • 3 or more year’s professional experience in a technical product support or help desk environment. • Knowledge of relational database management systems (Microsoft SQL Server 2005 / 2008 / 2012 and Oracle 10g / 11g) and structured query language (SQL) • Knowledge of both client and server operating systems (Windows Server 2003 / 2008, Windows XP / 7, Linux) • Knowledge of Internet application technologies including HTML, XML, and Internet application architectures based upon Java technology • Excellent English written and verbal communications skills • Ability to learn complex technical concepts in a short amount of time Are considered a plus: • Knowledge of programming or scripting languages, preferably Java, C/C++, Python, Perl, and VB. • Knowledge of distribution logistics, maintenance, inspection, or health care facilities • Experience supporting Vocollect voice or other workflow solutions • Proven ability to manage technical issues and to prioritize workloads in a constantly changing work environment. • Proven ability to deliver outstanding customer oriented results in a high pressure, time sensitive environment • A self-starter with an ability to work unsupervised

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