Who We Are:
Have you ever utilized a kiosk for airport check-in?
Noticed digital signage in places like banks, stadiums, or Times Square?
Perhaps you've seen robotics or AI at work?
Well, our small form factor computers might have been the underlying hardware enabling these devices to perform their functions.
So cool, right?
We think so too
We are a global company of about 100 team members that is on an incredible growth journey and are looking for energetic, growth-minded and determined individuals to help make our goals happen.
What You'll Do:
The Support Technician is responsible for delivering responsive and effective customer support by managing incoming support requests via phone and email, and efficiently processing incoming and outgoing RMAs.
This role involves working directly with customers to resolve hardware-related issues and ensure a positive service experience.
The technician also supports internal IT functions by diagnosing and resolving technical issues, including those related to networking infrastructure, to help maintain smooth day-to-day operations.
Vendor RMA Management & Vendor Coordination
Initiates and manages RMA requests with vendors for defective or failed components and systems.
Tracks all open RMAs from initiation through resolution, including the return, replacement, or credit process.
Maintains accurate and up-to-date records of all RMA transactions in company systems.
Communicates with vendors to ensure compliance with return policies and timelines.
Utilizes AI-powered tools to automate RMA tracking, identify patterns in recurring failures, and generate insights to support vendor accountability.
Audits RMA inventory regularly to ensure proper control and traceability.
Inventory Control & Documentation
Receives and inspects returned materials to validate return reasons and condition.
Coordinates with warehouse and inventory teams to segregate RMA stock and maintain accurate counts.
Ensures proper labeling, storage, and documentation of all items in the RMA process.
Assists with inventory reconciliations, cycle counts, and reporting discrepancies related to returns.
Technical Support
Provides basic diagnostic support to customers over phone or email.
Escalates advanced technical issues to engineering or Tier 2 support as necessary.
Documents all support interactions and updates internal tracking systems.
Engage in and resolve production issues identified through routine maintenance inspections and/or escalated by the production team.
Assists the support team in handling technical support inquiries, with a focus on NUC system troubleshooting.
Serve as one of the primary IT contacts for setting up and troubleshooting site infrastructure, including networking, server connectivity, and related systems.
Applies AI technologies to optimize customer support processes, enabling faster response times, clearer communication, and proactive issue resolution.
Job Requirements:
Up to 2 years of experience in technical support, help desk, or IT troubleshooting roles.
Proficiency with both Windows and Linux operating systems.
Familiarity with PC hardware assembly, component installation, and basic system diagnostics (preferred).
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent verbal and written communication skills; capable of providing clear and effective support to both technical and non-technical users.
Demonstrated problem-solving ability and willingness to think creatively to resolve complex technical issues.
Self-motivated and able to work both independently and as part of a collaborative team.
Travel:
This position may require occasional travel between our Bangor NI office and Dunleer Office
Working Conditions/Physical Demands:
Requires prolonged periods of sitting at a desk and working on a computer
Frequent use of video conferencing tools and participation in virtual meetings across global time zones; occasional early morning or evening meetings may be required
Must be able to effectively communicate in a professional environment, both virtually and in person
Occasional walking or movement within the office (e.g., to attend in-person meetings, access office equipment, or collaborate with local teams)
Minimal physical exertion; occasional lifting of office materials or equipment (e.g., laptops, projectors) under 20 lbs may be required
The office environment may include moderate noise levels from standard office equipment and conversations
Notice to Recruiters and Agencies: SNUC prefers to recruit candidates directly, rather than through a third-party recruiter or agency.
Do not submit or present your candidate(s) through any means (e-mail, fax, phone, mail, verbal referral) to SNUC or any employee of SNUC.
In the case of candidate(s) submitted or presented to SNUC by a recruiter or agency without a signed agreement in place for the specific position or without a specific open requisition, SNUC explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
To request consideration as a Recruiting Vendor, please contact our recruiting department.
Job Type: Full-time
Pay: €27,******-€31,****** per year
Benefits:
Company events
Company pension
Employee discount
On-site parking
Work Location: In person