You will be responsible for providing technical support to new and existing Honeywell Voice Solutions partners and customers. An advanced understanding of networking fundamentals and protocols (e.g. TCP/IP, FTP, DHCP, Telnet, etc.) and familiarity with wireless networking is crucial. Ability to troubleshoot routine and non-routine network performance issues at all 7 layers of the OSI model will help with your success. Exceptional performance in this role has a history of career advancement opportunities within technical support, services, or other departments within Honeywell.
Key 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 and customers who are in technical positions such as software development, database administration, system administration, network administration, and various IT functions.
Troubleshoots and supports wireless connectivity within a variety of environments, such as distribution centers, warehouses, and retail.
Works directly with other company support teams, vendors, and customers to troubleshoot issues.
Assist with the development, testing and maintenance of tools for advanced troubleshooting analysis
Provide consultation for solution upgrades as well as occasionally performing upgrade services.
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.
Analyze proprietary software log files, stack traces as well as various related technology logs for root cause problem determination and determining the appropriate solution or next steps.
Follow documented processes and procedures for support request handling and case escalation.
Communicate with coworkers and management regarding current and ongoing support cases.
Contribute to technical knowledge base.
Document software product defects for review and corrective action.
Participate in team meetings to provide feedback on current day-to-day activities and recommend ways in which to improve the department.
1-3 years of experience as a Technical Support Consultant
English proficiency
Bachelor´s degree in Engineering or IT
WE VALUETroubleshoot software application issues, transact SQL stored procedures.
Understanding of Internet application technologies including HTML, XML, and Internet application architectures based upon Java technology.
Knowledge of relational database management systems (Microsoft SQL and Oracle) and structured query language (SQL).
Knowledge of both client and server operating systems (Windows & Linux).
Experience with cloud solutions.
Ability to learn complex technical concepts in a short amount of time.
Excellent written and verbal communications skills.
Ability to manage multiple priorities.
Experience dealing with complex customers.